Resolving ticket creation issues for Adobe Commerce support
This article explains how to resolve issues faced by system administrators who are unable to create support tickets for Adobe Commerce. Follow the steps mentioned in this article to ensure proper access and successful ticket creation.
Description description
Environment
- Adobe Commerce Cloud
- Adobe Commerce On-Premise
Issue/Symptoms
System Administrators may encounter difficulties creating support tickets for Adobe Commerce through the designated platform. Symptoms include:
- Discrepancies in organization linkage to the Adobe Commerce license.
- Lack of necessary access permissions despite having the System Administrator role.
- Organization account associated with other Adobe licenses (e.g., AEM, Analytics) but not Adobe Commerce.
Resolution resolution
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Verify organization linkage:
- Confirm that the Adobe Commerce product is linked to your organization account.
- Ensure the correct organization ending with ‘Commerce’ is selected in Adobe Experience League.
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Check access permissions:
- Verify that you have the necessary permissions granted by the System Administrator of the Adobe Commerce account.
- Ensure you have system or support admin rights to create tickets for Adobe Commerce.
-
Ownership and shared access
- If you’re not the owner of the Adobe Commerce license, request a transfer of ownership if needed.
- Alternatively, Shared Access from the current account owner.
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Contact support
- If the issue persists, contact Adobe technical support for further assistance.
By ensuring proper organizational linkage and access permissions, System Administrators can resolve ticket creation issues and efficiently manage support requests for Adobe Commerce.
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