Support ticket Issue Reason descriptions

Last update: February 20, 2025

This article lists the support ticket Issue Reason field options and provides detailed descriptions of each one.

Issue Reasons

Issue Reason	Description
Security
Account/User/Identity Management	You need help with updating the account ownership or troubleshooting shared access permissions. This doesn't apply to issues regarding the management nor obtaining of New Relic account access, nor SSH/sFTP access requests.
Adobe Commerce Application	You need help with your Adobe Commerce application, including B2B, Catalog Service, Live Search, Product Recommendations, Adobe Commerce Reporting, Adobe Payment Services, Adobe I/O Events for Adobe Commerce, etc.
Integrating with other Adobe Solutions	You need help with Adobe Experience Manager, Adobe Experience Platform, Adobe Analytics, etc.
Installation	You need help with installing or upgrading Adobe Commerce.
Infrastructure Change Request	You need help with your Adobe Commerce on cloud infrastructure or have a configuration change request, such as temporary vCPU increase, backup/snapshot requests, updating domains, etc.
Infrastructure Incident	You need help with your Adobe Commerce on cloud infrastructure, such as stuck deployments, New Relic access, SSH/sFTP access, service upgrades (OpenSearch, MariaDB/MySQL, Redis, RabbitMQ, but not including PHP), SSL certificates, etc. (Does not apply to Live Search)

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