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How can I submit a ticket for an issue I'm having with Pega Software?

Updated on June 10, 2022

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This content applies to On-premises, Client-managed cloud and Pega Cloud environments

If your production environment is down and you need to report a Severity 1 issue, please contact the Pega Support Call Center so we can provide immediate assistance.

For all other issues access My Support Portal.

In the Home tab select the New Request button where you will be provided with 2 options:

  • For an issue I’m having
  • For something I need

When selecting For an issue I’m having there is a four-step process:

  • Create: Enter issue details including Severity and business impact
  • Details: Describe the issue in more detail
  • Environment: Detail the environment in which the issue is occurring. Attach relevant artifacts to assist the investigation.
  • Communication Preferences – Validate your contact information, including your phone number.  Add any other contacts you wish to keep informed about the issue. Note: Additional contacts will include contacts which you included in your last incident.

When Selecting For something I need there is a three-step process:

  • Create: Select the type of case e.g., Cloud change, Existing hotfix, Other
  • Details: Enter additional details for the request
  • Communication Preferences – Validate your contact information, including your phone number.  Add any other contacts you wish to keep informed about the issue.  Note: Additional contacts will include contacts which you included in your last incident.

In both cases the support case enters the status of New-draft when you start entering the details in the case creation form. A case ID is also assigned. This helps you to Save the form and return to finish it later. The case will only be submitted to the Pega Support team for triage once you select the Finish button at the end of the multi-screen process.

  • Previous topic What kind of Support tickets can I submit?
  • Next topic How can I initiate a change in my Pega Cloud environment?

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