Using Experience League to create a support ticket

Transcript

This is Russell with Adobe. Let’s discover how to create a support ticket for Adobe commerce in Experience League. The first thing we’re going to do is make sure that we’re at the right website. So we’re going to go to experienceleague.adobe.com. And if you’re logged out, you’ll see a sign in button. And if you click on the support tab, you’ll notice that the open ticket and my cases are grayed out and inactive. So we need to log in. So clicking on sign in, we’ll go ahead and enter our credentials. And now that we’re logged in, the open ticket and my cases are back to being active and we can click on them. So we can click either getting started or open ticket. We’ll click on getting started. Here we’re going to stop and we’re going to remind you that you could have different entitlements. So the organization is up on the top left. So if you click on it, make sure that you pick the right organization and the entitlements are going to be unique per project. So I know this is the right one. So we’re going to click on it. And this particular one only has Adobe Commerce Cloud as a product. So my selected product is going to be a fairly limited list. We’ll click on Commerce Cloud. And at this point, I just want to show you that the form is dynamic and new fields get added as you enter and tab out. So once we picked a product case, title showed up. Another thing to note is that the articles shown in that list will change the starting point. If there’s nothing in the case, title is going to be some of the more recent articles and KBs and troubleshooting docs for events that are happening now. There’s a really good chance that what your experience could fall in one of these categories. So definitely take your time and read this list to make sure that the issue isn’t already resolved. If it’s not, go ahead and start by entering a case title. Now we finished a case title, and if you’ll notice that the case description field now appeared, and also our articles have adjusted to reflect better the title that we chose. So this is going to have more articles due to stuck deployments. If none of these are going to be helpful or they don’t seem that they are on the right track, you want to enter your description. Look at the placeholder text. The information provided here is a really good idea to follow the steps and procedures outlined because it’s going to help the triage process go faster. And your resolution should be a little bit faster than if you just enter a vague description. So take your time, read those placeholder hints, and let’s enter a decent description. If you have other notes like a time zone where you reflected the issue, so if you were in Hawaii, then make sure that you note that because then they can make the changes when they’re looking at the logs. If you look at the bottom, you’ll see new form elements appeared after we entered a description. So we’re just going to go ahead and just quickly fill these out so we can get our support ticket created. The project URL. This is going to be a URL that you get from your cloud project. So what you would do is go to account.magento.com if you’re currently logged out and log yourself back in. And now that we’re back, we’re going to grab the URL for our cloud project. And we’re going to place it there. A thing to note that the project ID is the last bit of that URL, and the form is smart enough to grab it and then stick it in the project ID so that way you don’t have to do it. The affected URL. This is going to be the site that is seeing the issue. So I just have one up here. I’m just going to grab the URL. And then the rest of these just fill out to your best ability. So for urgency, just pick something that seems appropriate. Business impact. We’ll just say it’s small. Time zone. I want to live in Hawaii, so let’s pick that. Phone number. Let’s just enter a fictitious phone number. And then who else should we keep up to date? This is going to be a list of CCs. So like anybody that you want to have on the email chain, you can enter it. Otherwise, we’re just going to skip it for now. So we’re just going to quickly look things over. And if we’re happy, submit the case. And after you submit it, you get a green message up top that says the form was successfully submitted and the issue shows up with all the details. That means we’re good.