How to use Sitecore Support Portal

  • Access to Support

    Access to Sitecore Support is offered through the Sitecore Support Portal available at https://support.sitecore.net. To log in, you should use the same e-mail and password as used for https://profile.sitecore.net.

    For information about prerequisites for support access, review Sitecore Support Service Description article.

    In case of issues or to request support access, reach out to your Sitecore representative or regional Sitecore office.

    Important: You must not let other people use your personal Sitecore account. Accessing the Sitecore Support Portal with another person's account is a violation of Sitecore security policy.

  • Access to Support Tickets

    On Sitecore Support Portal, every support ticket is linked to a company that the user is associated with at the time of opening such a ticket.

    This means the following aspects in regards to access to support tickets:

    • All users from the same company are able to both see and modify all tickets associated with this company.
    • When a user gets associated with a new company, he also loses access to old support tickets. Related tickets remain accessible only to the users associated with the original company.

    When having problems with ownership of or access to support tickets, please contact your regional Sitecore office.

  • Overview of Existing Support Tickets

    After you log in to the Sitecore Support Portal, you are presented with the list of the existing support tickets for your company. This list includes tickets that have been reported by your colleagues.

    The list typically contains the following columns:

    Issue Id: The Sitecore ID of the issue. The smaller the number — the older the issue.

    Issue Subject: The subject of the issue.

    Last Modified Date: The date and time of the last action that was taken on this issue. If a solution or question has been added to the issue this action will change the date and time displayed in the issue.

    Customer Contact: The name of the employee who created/edited the issue.

    State: The status of the issue. An issue can be in one of the following states:

    • New:
      • The initial state of the issue.
    • Waiting for Sitecore:
      • A dedicated Sitecore Support engineer has been assigned to the issue and you can expect to receive a response. An email notification is sent to the originator of the issue every time the issue is updated.
    • Waiting for Customer:
      • Sitecore Support has updated the issue with additional information or some follow-up questions. Please see the issue description field for details.
      • For example, this state is used when Sitecore Support requests more detailed reproduction scenario or additional data required for investigation.
      • Issues in the 'Waiting for Customer' state will be moved automatically to the 'Closed' state in 3 weeks of inactivity.
      • Sitecore will send periodic email notifications reminding about support issues waiting for the customer action.
      • If you edit an issue in this state, the issue is moved automatically to the 'Waiting for Sitecore' state within a couple minutes.
    • Pending Closed:
      • Issues in the 'Pending Closed' state will be moved automatically to the 'Closed' state after three weeks of inactivity.
      • For example, this state is used when a suggested solution is provided by Sitecore that is expected to resolve the reported issue.
      • Issues in the 'Pending Closed' state can be reopened/edited.
      • If you edit an issue in this state, the issue is moved automatically to the 'Waiting for Sitecore' state within a couple of minutes.
    • Closed:
      • Issues in the 'Closed' state cannot be edited.
      • If an issue has been closed and you want reopen it, you must create a new issue and include the ID to the old issue for reference purposes and provide any additional information you might have. Sitecore engineer will continue working on your problem using the newly created issue.

    State Details: Indicates the details of the issue, such as the results of the Sitecore product related root cause analysis. The available state details are:

    • N/A:
      • No details are available.
    • Bug Reported:
      • A bug report for one of Sitecore products was created in relation to the current issue.
    • Wish/Feature Requested:
      • A wish or feature request was created in relation to the current issue.
  • How to create a support ticket

    To create a new support issue for Sitecore Support:

    1. Click the “Add” button.

    2. Fill out the fields with appropriate data, click Save or Save & Close.

    Purpose of each of the fields is described below:

    • Issue Subject: A name that describes the nature of the issue. Issue subject must be informative and correspond to the issue description.
    • Affected Environment, Impact on Production Site Visitors, Content Authors, Dev or Project Team: This information will be used to help prioritizing your support ticket. More details about ticket prioritization can be found at https://kb.sitecore.net/articles/583182
    • Preferred Support Team Location: This gives us an indication for where the person reporting the issue is located, and allow us to assign the ticket to the corresponding support team to allow faster communication.
    • License ID: Sitecore License ID associated with the current project. More details can be found at https://kb.sitecore.net/articles/073804
    • Description: Click the "Stamp” button to add a date-time stamp. Then add a detailed description below on how to reproduce the problem, what symptoms are observed, etc.
    • Product, Product Version: Select the name and version of the impacted Sitecore product.
    • Module, Module Version: Select the name and version of the impacted Sitecore module. If your request is not related to any Sitecore modules, select the “No Related Module” point in the Module field.
    • Web Server OS: OS of your web server machine.
    • Browser: Internet browser used on the client machine.

    Important! Always follow Support Portal Best Practices documented at https://kb.sitecore.net/articles/004553

  • How to edit a support ticket

    There are two ways to edit a support ticket:

    • Highlight the issue and click the “Edit” button on the ribbon.

    • Invoke the context menu using right click on the issue and choose the “Edit” option.

           

    The editing window will allow you write access to the same fields that you used when creating the support ticket.

    Important! Communication with Sitecore Support happens through the Description field. To maintain the top down order of comments that is required for clarity, you should use the "Stamp" button before writing a comment for the current issue.

           

    Finally, when you have finished: use one of the "Save" buttons.

  • How To Request Action

    There is the Request Action field that allows performing certain actions on a ticket.

    Description of available actions:

    • Close this ticket
      • Action's result: a ticket will be moved automatically to the 'Closed' state after one day.ActionRequest
      • Important! Issues in the 'Closed' state cannot be edited.
      • If an issue has been closed and you want reopen it, you must create a new issue and include the ID to the old issue for reference purposes and provide any additional information you might have. Sitecore engineer will continue working on your problem using the newly created issue.

    Finally, when the action is chosen: use one of the "Save" buttons.

  • How to add attachments

    There are two ways to add attachments.

    Using the right sidebar on the multiple tickets view:

    1. If the "Details" sidebar is hidden, click the "Details" button on the right.
    2. Click on an issue in the table.
    3. Click the  "+" (add) button to add the attachments.
    4. If you do not see the "Attachments" tab, make sure that it is enabled.

    Using the "Attachments" tab in a single ticket view:

    1. Select an issue in the table and click the "View" button. This issue will be opened in the new window.
    2. Click the "Add" button on the "Attachments" field that is located at the bottom of the ticket view.

    Important note: 3 month after the support ticket is closed, associated attachments are automatically cleaned up. This excludes assembly files and code samples provided by Sitecore Support representatives.

  • Troubleshooting problems

    #1. 

    Problem: My username and password is not accepted by the Sitecore Support Portal.

    Solution: Consider the following situations:

    • If you are a certified Sitecore Developer representing a Sitecore Partner or a Sitecore Customer:

      Check your login at https://profile.sitecore.net.
      If it does not work, use the Forgot Password functionality.
      If you are still not able to log in to the Sitecore Support Portal, please contact your regional office with the following info:
      Your e-mail, your Sitecore Certification, the name of your current employer.

    • If you represent a Sitecore Partner or a Sitecore Customer, but not yet a certified Website .NET Developer for Sitecore:

      Contact your regional office to pass a certification as Website .NET Developer for Sitecore.

    • If you are a project leader without Sitecore certification, but want to administer tickets opened by your company:

      We are able to offer you a read-only access. Contact your regional Sitecore office and request a project leader read-only access.


    #2.

    Problem: I can access the portal, but I cannot see all my issues.

    Solution:

    Check the value of the filter setting. Set the filter to "All Issues" (see the screenshot below).

          

    Check the search box. Click the "x" (cross) button to clear search results (see the screenshot below). Another way is by clearing the search box and pressing "Enter" .      

          

     

    #3.

    Problem: My web browser does not work very well with your support portal.

    Solution: There is a list of the currently supported browsers:

    • Internet Explorer 10 (limited support)
    • Internet Explorer / Edge 11+
    • Chrome
    • Firefox
    • Safari


    #4.

    Problem: My web browser is in the list of the supported browsers, but it does not work all the same.

    Solution: Clear the browser cache, cookies and temporary internet files. After that, restart the browser. If the problem persists, contact your regional Sitecore office.

  • Additional Readings

  • Description

Applies to:

Sitecore Support Portal 1+

February 02, 2015
June 23, 2017

Keywords: 

  • Support Portal