To raise a support ticket:

  1. Click on the “Tickets” section

  2. Click on “New Support Ticket”

  3. Fill up the ticket form: 

    1. Add the subject
    2. Select the ticket type: 
      1. Incident – Any unplanned interruption to or quality reduction of any service of the Scout application.  
        For example: -  
        No user can access/login to the Scout portal  
        Stakeholders cannot view the Task discovery portal   
        The user is not able to publish the teachings done in Teach Scout 
      2. Change request – A change request enables you to implement a controlled process for the addition, modification, or removal of approved and supported configuration items with defined planned and end dates. Pre-planned tasks performed by SRE for delivery of a project and/or ensuring Scout uptime. 
        For example: -  
        To upgrade an environment with the latest Scout release. 
        To deploy the latest version of the Data Agent 
        Implementation of code/hotfix 
        Backup, Disk clean-up or resize the disk. 
      3. Service request - Un-planned tasks performed by SRE for delivery of a project. 
        For example: -  
        User management                                                                                               Clarifications
    3. Select ticket Priority: 
      1. Priority 1: These incidents are business critical. They represent an issue for which no workarounds exist, or there is a severe outage. For Scout these are :
        1. A large number (75% or 10+) of users cannot use a business-critical Scout functionality effectively and this results in loss of raw data or ability to view insights.  
          • e.g., No user can access/login to the Scout portal  
          • e.g., After user onboarding, Scout Data Agent is unable to capture data for 10+ users. 
          • e.g., When teaching Scout 8 out of 10 SMEs are unable to view their teach Scout recordings on the Scout portal.  
        2. 75+% users have their business processes impacted because of Scout, without a workaround.  
          • e.g., When Scout is paused, 80 out of 100 users are facing slowness when using Excel.  
          • e.g., When Scout is paused, 750 out of 1000 users are unable to use SAP.  
        3. Infrastructure alerts that require attention within 24 hrs to avoid Scout downtime or limited functionality. 
          e.g., Alerts mentioning 90+% disk utilization  
      2. Priority 2:  These incidents represent issues with degraded service or performance. Usually, there is a workaround or temporary fix available.  For Scout can be:    
        1. A high number (50+% or 5+) of users cannot use Scout functionality effectively and this results in loss of raw data or ability to view insights.  
          • e.g., 50 out of 100 users intermittently cannot access Scout Portal   
          • e.g., 6 stakeholders cannot view the Task discovery portal   
          • e.g., Low data quality of 50+% of Scouted applications  
        2. 25+% users have their business processes impacted because of Scout, without a workaround. 
          • e.g., 3 out of 10 users cannot use SAP when Scout is un-paused.  
          • e.g.  4 out of 10 users cannot use outlook when Scout is un-paused.  
        3. Infrastructure alerts that require attention within 48 hrs to avoid Scout downtime or limited functionality
          • e.g., Scout portal certificates are expiring in 3 days  
      3. Priority 3:  These are general issues. Usually, that means things like product questions and development issues.  
        1. Any issues which do not fall into P1 or P2  
        2. Infrastructure alerts that require attention after 48 hrs to avoid Scout downtime or limited functionality  
    4. Add the description 
    5. Add an attachment (optional, if any) 

  4. Hit “SUBMIT”