Welcome to the redesigned My Support Portal

My Support Portal is redesigned to improve your user experience. Your case work is streamlined with an improved user interface and a model based on Pega Customer Service.

To help you get started using the improved My Support Portal, read this article and watch the videos.

• Where are my Support Requests (SRs)?
• What’s new in My Support Portal?
• Working with the Pega Support team
• Requesting support services
  • For an issue I’m having
  • For something I need
• Case Submission
• Priority
• Pulse
• Troubleshooting Account Issues
• Feedback
• How To Videos
• References

Where are my Support Requests (SRs)?

Your Support Requests (SRs) are migrated to the redesigned My Support Portal. In the redesigned system, your migrated cases might have different case type prefixes that replace the SR prefix. The new case types streamline your support experience and align it with the Pega Customer Service model.

The redesigned My Support Portal will only include the Support Requests (SRs) that you submitted in the last 2 years. These SRs are searchable through the old SR#.

To understand the redesigned My Support Portal, watch these short videos.

What’s new in My Support Portal

Introducing the new business impact field in My Support Portal

Working with the Pega Support team

Pega Support policy does not change! Continue to refer to the Support@Pega handbook for Pega Support policy and other basic information.

Requesting support services

There are two types of support cases that you can request on My Support Portal:

For an Issue I'm having

For an issue I’m having generates an Incident (INC-).

The INC- case type covers the following types of issues:

• Application behavior incorrect
• Application performance issue
• Application security issue
• Error in log file
• User Interface
• Install or Upgrade or Migration Issue
• Service not responding
• System infrastructure issue
• System not accessible

For something I need

For something I need generates a request for one of the following items:

• Cloud Change (CC-)
• Existing hotfix (HF-)
• Other (SR-)
  • Media request
  • Cloud Service
  • Manage Instance
  • Penetration test
  • Request for Information
  • Other

Case IDs for Cloud Maintainence cases (proactively created by Pega Support) are prefixed by CM-

Case Submission

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 Save the form and return to finish it later.

The case is submitted to the Pega Support team only after clicking the Finish button, at the end of the 4 screen process. 

Priority

The Priority of a support case is determined by the Severity (How Severe is this Issue?) and the Business Impact (What is the Impact on Work?) that are defined during case creation. To increase the Priority of your support case or to escalate, add a Public Pulse post requesting the same with the appropriate business impact and justification. The Priority value changes color, to red, when the support service case is escalated. 

Pulse

Pulse is the primary way to communicate within and across all your support cases in My Support Portal. Pulse is collaborative and a standard social feature of Pega products.

Use Public Pulse for all your case communication. Every Pulse post generates an email notification. You may reply to these email notifications with text or attachments to add a response to the Pulse post.

Troubleshooting Account Issues

Issue: The account does not appear in a list

Following are the options to solve this issue.

• Contact your Support Contact Administrator (SCA) - You are not affiliated to the account or you do not have the role to perform the action
• Log off (Click your username icon > Log off) and log in to MSP
• Clear your Web Browser cookies
• Use an Incognito Browser session

Do not delete cookies of existing, active sessions without first logging off or closing the browser completely (not just a tab), or both.

Each browser type (Internet Explorer 11, Edge, Chrome, Safari, and others) has specific steps to clear, remove, or delete cookies. Refer to the browser’s documentation to learn how to delete a site-specific cookie.

To run an Incognito session of Chrome, see the following Google Chrome support answer, 95464: Browser in private

Issue: Account does not display in the My Pega Cloud 

The account displays when creating a case, managing users, and managing accounts. However, it does not display in the My Pega Cloud (MPC) tab

To solve this issue, contact your SCA to enable the Cloud Support Contact role (CLOUD/SSL1) which is required to access MPC.

Feedback

To send feedback to the My Support Portal application development team, click Feedback on the banner menu of My Support Portal.

How To Videos

Watch these brief (1.5 mins or less) videos to learn how to perform some common tasks in the new My Support Portal.

References

Ask your questions related to the redesigned MSP experience in this Ask the Expert session that is open to questions until 8th May, 2020: Ask the Expert - My Support Portal (MSP) with Phil and Sai