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In the support portal search for the appropriate request type:
Raise an Log a Clarity Product Issue: Use this request to log any issues with a Clarity application
Log a Hosting Service Issue: Use this request for any service degradation or error
Ask Questionto log any issues with the Hosting services
General Question: Use this request to ask general questions about functions for/within Clarity
Manage VPN Accounts: Use this option to raise a simple request like activate a new user, request a password reset, etc.
Request a Change: Use this option to request change that requires approval like environment refresh or Server Restart
request or update a VPN Account
Manage SFTP Accounts: Use this to request or update an SFTP Account
Manage Jira Support Accounts: Use this to request or update a Jira Support Account
Request Environment Refresh/Backup/Restore: Use this to request an environment refresh, backup, or restore.
Request an Upgrade: Use this to request or upgrade for a Clarity environment.
Once an option is chose the screen will expand the required fields to raise a request:
Summary: This is the Request Title
Description: This is the full description of the incident or request, please share all possible details for a quicker solution
PrioritySeverity: This is the severity of the issue or request:
PrioritySeverity | Description |
|---|---|
1 | Loss of service block any progress |
2 | Loss of functionality could block progress |
3 | Loss of functionality may block progress |
4 | Functionality not working as expected with work around |
Environment: The environment experiencing an issue or the question is related to.
Attachment: Any number of files can be attached to the request if necessary:
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With all required information filled in, click on the Send button and the ticket will be created; an agent will contact you shortly
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