How to use the Support Site

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How to use the Support Site

Overview

Bizagi offers a Support Site to assists the customer´s incidents. Below you will find a guide of how to perform basic tasks like creating new question/incident tickets, as well as the way their follow-up must be done.

 

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Please note that the website is dynamic, and therefore, it is possible that some of the screenshots offered in this document present some changes, all the while maintaining the philosophy and main characteristics of the ticket creation process and interaction with it.

 

Site Access

Incident report

Incident update

Create and manage support accounts

Ticket's FAQ

 

Bizagi Support Site Access Instructions

The interaction is very simple and self-explanatory. However, here are the site’s most important features.

We recommend that before posting a ticket always use the search option to find information: The search looks for your question or problem in this User Guide, the free Forums and our Knowledge base.

This is the fastest way to provide solutions to your problems and your frequent consultations. There is a dedicated team that is constantly improving documentation with frequent reports and concerns received through the support channels.

 

Site Access

To enter the Support Site access the Bizagi´s official site at www.bizagi.com,. You will find a screen similar to the following:

 

 

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On the upper frame you will find the Login option, which will allow you to identify yourself as a customer and access our services.

 

When you access this option, you will find a page similar to the one on the image below, where you will be prompted for your email and password. If you don’t have a registered account yet, you can join to our Bizagi community and get another benefits such as Bizagi Cloud.

 

 

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If you have forgotten your password, you can use the remind password option, as explained in How can I retrieve my username or password in case I forget them?

 

Once you have logged in, you will be redirected to the Customer Portal, where you can access the Support site.

 

Support Site Tools

To report incidents, once you have accessed the Customer portal, you have to access the Support page using any of the following options:

 

Clicking on the Support menu on top of the window

Clicking on the link Support

 

You will then find the Support site’s main page, where you will find the different options that we offer to our clients.

 

 

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Incident Report

The main assistance channel for incidents and questions is our Support site, which you can access through the option Support Tickets.

 

We recommend that before posting a ticket always use the search option to find information: The search looks for your question or problem in this User Guide, the free Forums and our Knowledge base.

This is the fastest way to provide solutions to your problems and your frequent consultations. There is a dedicated team that is constantly improving documentation with frequent reports and concerns received through the support channels.

 

 

There you will find the following options:

 

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It is very important that you report any question or incident through tickets in order to facilitate follow-up and thus receive a better service.

 

To report a new incident or question, 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 test 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 Pre-Production 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 9.1.x Enterprise .NET, the exact version could be: 9.1.9.

 

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. Indicate what is the 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.

 

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.

 

You can 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 completed the incident log, 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 incident has been received.

 

Phone number: Sometimes it is necessary to perform online sessions to resolve problems. Phone number is very important.

 

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Updates on open incidents must be done exclusively through the site, as this is the regular channel for interaction with the support team.

 

Recommendations:

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 site, 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.

 

Incident Updating

The updating of open incidents must be done exclusively through the site.

Once you have accessed the Support Tickets page, you will find the option to check existing tickets besides the one for opening new tickets.

 

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Filters and Search

There are three filter options in this page:

Status Filter. It allows filtering cases according to their status. These are the options:

 

oAll Tickets

oOpen and recently closed

oOpen

oClosed

 

To use the filter, you must select one of the options and click the Check button.

Date Filter. When you select this checkbox, the start and end dates are displayed. Once the range is defined, the data will be filtered after pressing the button.

 

Keyword Filter. With this option you can filter tickets containing words and letters that are useful to find a ticket quickly.

 

Ticket Updating

Once you have found the ticket you want to update, you must access it by clicking on the subject:

 

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New comments can be sent at any moment during a ticket’s life cycle. These will be received by our support team (except when it has already been closed). You can always attach new files to comments.

 

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Every time our support team generates a new comment for a ticket, a notification will be sent to the registered e-mail address and to the address stipulated in the Send copy to field.

 

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Create and manage support accounts

For each company there is a user that has the possibility of creating and managing additional accounts to register incidents. Usually that user is the one that purchases the licenses, or the first user that was enabled in our Support site.

 

To manage the accounts sign in to the Support site and follow any of the following options:

Click on the Administration menu on top of the window

Click on the link User Administration

 

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There you will find a list of enabled contacts that can access the support portal. There, you can add, edit or delete (deactivate) them.

 

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Recommendations

The site is designed to ensure that each account is independent from one another, even if they belong to the same company. That is, the incidents created by one account are NOT visible from another account

If you need several people from the organization to manage tickets in a centralized way, our recommendation is to create a single account to be shared by several users. For example, create BizagiSupport@mycompany.com as a distribution list and relate all the users that will manage tickets, so they can all receive our Support's team notifications

 

Creating new contact

To create a new account click on the New Contact button.

 

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This will show a pop-up where you can type the user's basic information and assign them different roles. Information such as location and phone number will be loaded from your company's information.

 

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Available Roles are as follows:

Administrator contact: manages contacts (users) through the Administration menu and can be selected as contact for documentation and invoices.

Support contact: creates tickets and can access the Support menu.

Billing contact: has access to your company's purchases and can be used for invoicing purposes.

License contact: has access to your company's and trial licenses.

 

Editing contacts

To edit the accounts click on the edit SupportGuide19 icon.

 

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A pop up will appear with the user's editable information.

 

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Edit the fields you wish to change and click on Save.

 

Deleting contacts

To deactivate an account click on the delete SupportGuide22 icon. The portal will show a confirmation pop up, click on OK to deactivate the selected user.

 

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Now the selected user will be added to the inactive contacts list. To view your inactive contacts click on the button.

 

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From this view you can activate any of the contacts by clicking on the plus SupportGuide25 icon. A confirmation message will be displayed, click on OK.

 

Tickets Frequently Asked Questions

How can I check the support duration of a product version?

As Bizagi evolves and new product versions are released, old ones lose their validity. For this reason, we define a date when said versions lose support. This information is updated in our support site for organizations to plan accordingly. To check this information, you can access through the link highlighted on the image below once you access the ticket enquiry and establishment screen:

 

SupportGuide10

 

How can I change my password?

If you need to change your site access password or modify any other account information, you can use the option Edit my account that appears on top of the site after you have logged in, as you can see in the image below:

 

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Once the option is selected, a screen similar to the one below appears. There you can change your password, as well as other account details:

 

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How can I retrieve my password in case I forget it?

If by any chance you have forgotten your password to access Bizagi Site, you may use the option available on our Sign In screen:

 

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If you select the "Forgot your password" option, you will be prompted for the e-mail address associated to your account. In a matter of minutes you will receive in your mailbox a password that you must type on the screen that appears after you have registered your e-mail address. The screen is similar to:

 

SupportGuide14

 

Once the password is verified you will be able to change your current password for a new one.

 

Are any additional tools used aside from the page?

The exclusive channel for ticket interaction is the Support site. However, in order to facilitate assistance for open tickets, we use additional tools such as:

 

Skype. For communications we use this tool, namely through the Skype account Bizagi support.

 

GotoMeeting. This is a remote access and conference tool that enables access to our clients’ environments through a browser, as well as allowing them access to our environments to work as a team in the assessment and solution of an incident.

 

ShareFile. File sharing is usually done through a secure site: Bizagi.Sharefile.com. Every time you need to send a file to Bizagi Support, the corresponding link will be provided through a post on the ticket.