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This article guides a user through the process of submitting a support ticket through Rampiva’s Nuix’s Support Portal.
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Instructions
A. Submitting the Support Ticket Through the Nuix Service-Now Portal
| 1 | All support ticket requests should be submitted through |
Nuix’s support portal at https:// |
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| 2 | Visit |
https://nuix.service-now.com/support to enter a support request. |
You will need to create an account using the following |
information: |
How To
Technical Support
Licensing and Billing Questions
Product Trial Questions
Report a Bug
Suggest a New Feature
Suggest Improvement
Other Questions
B. Support Ticket Categories
How To:
Raise How To requests when inquiring how to perform a specific task in Rampiva Automate, when designing a workflow or configuring a Workflow operation.
Summary - Provide a high-level summary in the form of a question. For example, “How do I Import My Workflow Into a Library?” The Summary will provide suggested Knowledge Base articles that already exist and may be useful for self diagnosis or provide answers to your questions.
Technical Support:
Raise Technical Support Requests when the application is not responding, performing a specific task that was previously working or other errors that result in the product(s) being unstable or unusable.
Description - Provide as many details as possible regarding the event. All Technical Support Requests should have the following components:
Job and System Logs (See our KB on Obtaining Logs).
Detailed description of what is being observed.
Steps to replicate the behavior.
Sample files, including Nuix cases, profiles, and scripts.
Licensing and Billing Questions:
Raise this request when:
Your Nuix License changed or was renewed.
Your Rampiva license is within 30 days of expiration.
Description - If your Nuix worker count increased, be sure to alert Rampiva Support so that we can issue you a proper license count. See our KB https://rampiva.atlassian.net/l/c/hhiKkPDa to ensure your licensing request is valid.
Product Trial Questions:
Raise this request type when you are interested in participating in a Proof of Concept with Rampiva Automate. A sales associate will contact you shortly.
Report a Bug:
Raise this request type when you observe unintended behavior such as elements of the User Interface not responding, refreshing, or populating with results. Bug Requests can also be entered when previously working functions or operations are producing inconsistence or incorrect results.
Description - Provide as many details as possible regarding the event. All Report a Bug requests should have the following components:
Job and System Logs (See our KB on Obtaining Logs).
Detailed description of what is being observed.
Steps to replicate the behavior.
Sample files, including Nuix cases, profiles, and scripts.
Video of the behavior if applicable.
Suggest a New Feature:
Raise this request on behalf of - The request will default to the user opening the support ticket. The owner can be changed to another individual if applicable.
Description - Provide as much detail about the new feature. Focus should be to describe the desired outcome of the feature and how it will be used in a production environment.
Suggest Improvement:
Raise this request type when you have an idea on how to improve an existing feature or function.
Description - Provide as much detail about the feature you are looking for improvement on. Describe you current experience and the impact it has on your day-to-day work. Describe how the improvement would have an impact: Decrease time, cost savings, etc.
Other Questions:
Raise this when you have questions that just dont fit the categories above!
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| 3 | Once you have registered into the Nuix Support Portal, you will receive a welcome email with your user ID and password. |
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