Automate - Submitting a Support Request

 

The material in this document is for informational purposes only. This guide assumes that the most recent version of Rampiva Automate is in use unless otherwise noted in the prerequisites. The products it describes are subject to change without prior notice, due to the manufacturer’s continuous development program. Rampiva makes no representations or warranties with respect to this document or with respect to the products described herein. Rampiva shall not be liable for any damages, losses, costs or expenses, direct, indirect or incidental, consequential or special, arising out of, or related to the use of this material or the products described herein.

Introduction

This article guides a user through the process of submitting a support ticket through Rampiva’s Support Portal.


Instructions

A. Submitting the Support Ticket Through the Portal

1

All support ticket requests should be submitted through Rampiva’s support portal https://support.rampiva.com or by emailing support@rampiva.com

2

Visit the Rampiva Support Resources page to quickly and easily enter a support request.. From this page you can create a ticket using the following support request categories:

  • 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:

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!