You wish to raise a new ticket with Arrikto support.
There are two options to raise a tickets with Arrikto support
Option One - email
This is the fastest method to raise a case however will result in some questions from the support agent to set the severity and other fields that would have been captured if raised by the support portal, therefore ultimately this method can be ultimately slower than logging onto the support portal.
If you wish to use this method send an email to email@example.com
**NB you must be emailing from an address registered on the system for the ticket to be created.
Option Two - Support Portal
Firstly you must log in at https://support.arrikto.com, you will then be presented with the home page, in the bar along the top simply select "Submit a request" as shown below.
You will then be presented with a screen with a drop-down list, depending which option you pick will depend on which combinations of fields will be offered to open the ticket. In this example we will use "Support Ticket"
The current options are
This is for general support requests, issues you are experiencing or assistance you need with managing your support account such as new users.
**NB emailed requests to firstname.lastname@example.org will be created in this type of ticket.
This should be used if you are requesting a change or addition to the Arrikto product set.
This should be used if you are engaged with our field engineering teams and wish to add to change or discuss the project underway.
To be used if you feel we have infringed on your or others trademark in our marketing or documentation.
For the purposes of this document, we will use a Support Ticket
Once you see the selected ticket type a number of fields will be added to the page
This is for any other users you wish to add to the case in the form of an email. This is an optional field and can be left blank.
This should be a short description of the issue Request or problem you are raising in the ticket.
Please use this space to provide the details of how we can help you, remember the more detail you can provide the less frequently we will have to come back for more information.
here is the information we will be looking for;
- What is it you were trying to accomplish?
- Record anything you have already tried to resolve the issue, this helps us to know what you’ve done and what may not have worked.
- Exact steps you've taken, what commands were run in what order?
- Make sure to list any bugs, relevant websites, or other information you have already researched.
- While investigating try to enable verbose or debug modes in the relevant software or application. This will help provide us with the most complete set of information about what is going on.
- Did you try to reproduce the issue in a fully up-to-date environment?
- Did you search the Arrikto Knowledge Base.
- Attach command outputs and logs as text if possible so we can attempt to reproduce.
- Only attach a screenshot if you don't have textual output or it's in GUI issue.
Ticket Severity (Optional)
This should be used to detail the severity of the issue or request you are raising, there is a full description of the severity levels in this article, if you do not select a SEV level a default level will be assigned when the case is saved.
**Please Note** that if you select SEV 1 an additional field will be added to allow you to provide a business impact summary
Public Cloud Provider (Optional)
Which public cloud is your environment running
Client Platform (Optional)
Is the OS in use on the node(s)
System Architecture (Optional)
Please indicate if your nodes are running on X86_64 or ARM
Customer Reference # (Optional)
If you have your own internal ticketing or project management system that has a reference to this matter, you may add a reference ID here so you or other users can link them together.
**Please ensure you have content in the description to be able to submit
You have a choice to either drag file(s) to the orange padlock icon, or click it and pick a file from the resulting explorer window.
Once the file(s) has finished uploading you can move on to the next step.
This will save the record, assign a Ticket number and display the ticket
You can click "Add to conversation" if you wish to and add more comments to the case.