Reporting incidents

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Reporting incidents

Reporting incidents

To report incidents, click Support by using any of the following options:

 

Clicking on the Support menu on top of the window

Clicking on the graphical quick link that displays Go underneath Support.

 

 

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Notice that reporting incidents is done and referred to as submitting tickets.

Notice you may also use other options before submitting a ticket such as searching through your already submitted tickets, posting an idea to suggest as an improvement, or browsing the KB or official documentation:

 

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To submit a new ticket (either an incident, question or request for assistance), click the New Ticket button.

The following information will be requested:

 

Subject: A brief description of the incident to be used as a quick and summarized reference of the report.

 

Severity (formerly know as Category): Select one from the following severity levels. The Support team can change it, agreeing with the customer, if the Severity level was not chosen correctly:

 

oProduction system down
The incident causes complete loss of service in Production. The affected operation is mission critical and fully impacts the business, and the situation is considered an emergency. No workaround available.

 

oProduction system badly compromised
The incident caused a severe loss of service. No acceptable alternative or "workaround" is available; however, the operation may continue in a restricted mode.
Such problems include situations where you need to restart processes and performance issues are often present (Example: Slow operation  causing a degradation of service but does not make the product unusable.)

 

oProblem blocks deploy to production or staging
One of the following situations occur:
- The problem is blocking the development or testing environment, preventing the project to continue. None of the consultants of the project can move forward.
- The issue affects the deployment of processes to production or staging environments.

 

oProblem delays project delivery if not solved before ---
The problem delays the execution of the project if not resolved before a certain date.

 

oNon critical production
The incident causes a minor impact on the business and may require alternative or "workaround" to restore functionality, however the product can be used.

 

oQuestion about Bizagi
Specific questions on product features

 

Module: Component subject to the report or question.

 

Product. Select the Bizagi product the report or question is about.

 

Exact Version. Indicate the exact version that you are using. For example, if you selected the Bizagi product 11..x Enterprise .NET, the exact version could be: 11.1.0.2209.

 

Processor architecture: Indicate if your system architecture is 32 or 64 bits architecture.

 

Project: Indicate your Project's name

 

Database. Database motor used. The different Oracle and SQL Server versions supported by Bizagi are among the options.

 

Send Copy to. When the ticket is created, updated, or closed, notifications are sent. If you wish to have copies of the notifications sent to additional mailboxes, you can do so using this option.

 

Ticket description. Complete description of the question or problem reported. In order for assistance to be faster and more efficient, we suggest that the description is as explanatory as possible. To this end, we recommend that it contains the following information:

 

Problem details. Elaborate about the current or unwanted situation, when it began to occur, and provide antecedents of the problem (if any). If possible, include images and error messages.

 

Steps to reproduce it. Steps that must be followed to reproduce the problem. If you consider that the process or the steps are complex to understand or explain, you can rely on a document with images or a video or gif file.

 

Priority explanation. In case you are reporting high-priority incidents, please indicate the reasons why the reported problem blocks the operation of the solution. Also, in Tests and Development, indicate why it is a topic that is relevant to the project’s success.

 

Inputs. The inputs most frequently requested by the Support Team are:

 

oEvent Log. When the reported ticket corresponds to an error appearing on screen, whether it contains the generic production environments message inviting to contact the administrator or the complete message in development, error message details are stored in the event log, which is why it is important for you to attach the event log from the web server when this kind of error occurs. We recommend that you have it in .evtx format.

 

oDatabase Backup. In order to simplify a ticket’s solution cycle, and when conditions permit it, the database becomes an important input. This is because on the one hand, it enables reproducing the exact conditions of a problem, and on the other, it facilitates the analysis and incident reproduction tasks, since it will be easier for the project to explain the event details and it will facilitate the reproduction of the incident.

 

Phone number: Sometimes it is necessary to perform online sessions to resolve problems. Phone number is important and suggested for these scenarios.

 

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You may attach a file in the Ticket description.

If you need to attach more than one you can combine them into a single .zip or .rar file.

 

Once you have filled out details , you must click the Send button, which is located at the bottom of the screen.

You will immediately receive a message from admin@bizagi.com confirming that the ticket has been received and you will notice a ticket ID for follow-up purposes.

Do not reply to this mailbox address, as it is an automatic e-mail delivery service and it is not meant to receive e-mails.

 

Important Recommendations

Consider the following to make the best out of the Support Platform and to ensure a positive experience in its use:

 

To avoid inconveniences with the reception of notifications, add the address admin@bizagi.com to your safe address list.

This way, you will avoid getting notifications sent by Bizagi Support in your spam folder and not receiving ticket updates.

 

The admin@bizagi.com mailbox is not monitored, so responses or messages sent to this address will not be answered.

 

If you experience any inconvenience with logging or interaction with the Support Platform, you can contact the Account Manager assigned to your company or send an e-mail to support@bizagi.com.

 

It is very important to keep in mind that the support service offered pertains the product and not any implementations done during its use, which is why the incident log must be done in terms of product and not of implementation or business.