How to qualify an AEM as Cloud Service Support ticket
To fully qualify a ticket so support can quickly process and understand the issue, it’s necessary to gather certain information.
Description description
Environment
Adobe Experience Manager as Cloud Service (AEM as Cloud Service)
Issue
The list of information required in a ticket so that support can understand the issue you’re facing with AEM as a Cloud Service.
To fully qualify a ticket so that support can quickly process and understand the issue, it’s necessary to gather certain information.
Information to provide in the ticket
Depending the type of ticket you will be logging, different types of information will be necessary.
There is information that will always have to be present.
- Environment type
Is the ticket about your Development, Stage, or Production? If it happens anywhere, pick Production.
- Author/Publish
Is your issue specific to the Publish or Author environment? If both, pick Publish.
- Release number
Find this value by clicking on the “?” icon on the top-right of the header of the start page
(A sample link looks similar to this example: https://author-\*\*\*\*\*\*.adobe.net/aem/start.html)
or any author admin page, then “About Adobe Experience Manager”.
Resolution resolution
Anomaly Report
If you feel a feature is not behaving as per product specification, that you unveiled a potential product bug, please provide the following information:
- Link to the documentation describing the product feature matching your issue
- Information about the browser version, if related to a browser-specific issue
- The URL of the environment where the anomaly is observable
- Steps to reproduce the problem, preferably on an instance without custom code running, or as minimal as required, in order to narrow the problem as much as possible
Service Request
A service request is an action, or a set of actions, that you would like to be performed on one your environments.
Performance Issues
Adobe Experience Manager as Cloud Service (AEM as Cloud Service)