--- title: "Create and manage support tickets" canonical: "https://docs.aryaka.com/space/KNOW/1640316/Create%20and%20manage%20support%20tickets" format: markdown --- MyAryaka  Customer Users and Partner Users with read and write privileges who need access to the Ticketing Portal must contact Aryaka support to obtain access. Approved users can then access the support Ticketing Portal after logging in to their MyAryaka account. Customer Users' Ticketing Portal accounts enable them to create and manage support tickets relating to issues or inquiries that they have about their Aryaka subscription. Partner Users' Ticketing Portal accounts enable them to create and manage support tickets relating to issues or inquiries that they have about their own Aryaka subscription or the subscriptions of their partners. You can perform the following tasks from the Ticketing Portal: Create a support ticket View and edit open support tickets Reopen a support ticket These tasks are described in the sections that follow. Create a support ticket Create a support ticket whenever you need to contact Aryaka support to inform them about an issue with your Aryaka network. The new ticket is created using the contact information of the currently logged in user. Tickets listed in the portal can have the following case origins: Web—Created in the Ticketing Portal (as described in this topic). OMP—Created in MyAryaka and is also visible on the Order Management page (OMP). Email—Created in response to an email message sent to Aryaka Support. Eagle Eye—Created by a member of Aryaka Support for the reason described in the ticket. Interested users can view a case for any number of reasons, including to obtain the current status, which can be any of the following: New—Case has been created, but is not yet assigned to a support engineer. Open—Case is assigned to a support engineer and work is in progress. Hold—Case is pending unspecified updates. Wait Cust Feedback—Case is active and pending a customer response.  Wait Internal Feedback—Case is being reviewed by Aryaka and is pending an update from the associated team. Wait ISP Feedback—Case is active and pending an update from the associated internet service provider (ISP). Wait Support Feedback—Case is active and pending an update from a support engineer. Closed—Case has been resolved. To create a support ticket Log in to the Ticketing Portal as described in Access the Ticketing Portal . The portal's Home page appears. (Partner Users only) Select the customer account for which to create a ticket: Scroll down to the Contact List pane. The Account Search tab appears by default. Do one of the following: Enter a search string that includes all or part of the customer account name. Click the All Accounts tab then click the customer account name from the table that appears. Click Create New Ticket  in the main task pane (if you are on any page other than the Home page, the Create New Ticket option appears in the left menu). The New Ticket page appears with the following read-only fields populated with the current user's details: Contact Name Contact Email Contact Phone Account Name (Optional) Click the  Priority  drop-down list, then select a priority (P1 is the highest priority, and the default P4 is the lowest). Enter the site name or URL that is experiencing an issue in the Site/Domain field.  (Optional) Enter a name, email address, and phone number in the corresponding Alternate Contact fields. Aryaka Support uses this contact information if the main contact cannot be reached. Click the Issue Type drop-down list, then select one of the following options: Performance Issue Connectivity Issue Configuration Changes/Issues Feature Enhancement Request General Query MyAryaka Billing Query/Issues Delete/Change Request Enter a description of the issue in the Description field. Click Submit . The ticket is created and assigned a system-generated ticket number, an email is sent to the current user (and the alternate contact if configured), and the ticket appears as follows: Note the following in the graphic: The Ticket Details tab appears by default. The page also contains Comments and Attachment tabs. The Contact Name, Contact Email, Contact Phone, and Account Name fields are all automatically populated with the information from the account of the user that created this ticket. The Status field displays the ticket's current state as New, and the Created Date field displays the ticket's creation timestamp. This timestamp also appears in the Last Modified Date field. The Ticket Type displays Support (or another organization) based on your entries in the Issue Type, Subject, and Description fields. The entries in these fields also determine whether a ticket subtype is assigned, and which support team appears in the Case Owner field.  The Case Owner field can also display and individual's name when a member of the assigned team accepts the ticket. When this happens, the Last Modified Date field's timestamp is updated to reflect this action. The account name is prepended to the user-defined entry in the Subject field. The following fields can be edited from this view: Priority Issue Type Subject Description Alternate Contact Name    Alternate Contact Number Alternate Contact Email View and edit a support ticket You can view the details of any existing support ticket in the Ticketing Portal even if it was created by another authorized user. New and open cases can be edited by the user that created the ticket and is listed in the Contact Name column of the ticket. To view and edit a support ticket Log in to the Ticketing Portal as described in Access the Ticketing Portal . The portal's Home page appears. Click Support Tickets in the left menu. The Tickets page appears. It includes a table with each ticket listed in a table row. Do one of the following to display the Ticket Details page: Click the link in the Ticket Number column. Search the table—Enter the ticket number or the subject of the ticket in the Search field above the table. The ticket number is included in the email sent to the original requester or a user entered as an alternate contact. Filter the table by status—Click Select Status above the table, select Open (this option includes New and Open tickets), then click the ticket number from the filtered list that appears. Edit or append the following fields on the Ticket Details tab as appropriate: Priority Issue Type Subject Description Alternate Contact Name   Alternate Contact Number Alternate Contact Email (Optional) Add a comment to the ticket. Click Add Comments above the ticket details. The Add Comment dialog appears. Enter a comment or question in the Comment field. Click Save . The comment is added, and can be viewed on the read-only Comments tab page. (Optional) Add an attachment to the ticket: Click Add Attachments above the ticket details. The Add Attachment dialog appears. Do one of the following (you can only upload one file at a time): Click Upload Files , then select the file that you want to upload. The file name appears below the Upload Files button. Locate the file that you want to upload on your computer, click it and drag it into the box with the Or Drop Files text in Add Attachment dialog. The file name appears below the Upload Files button. Click Attach . The attachment is uploaded, and can be viewed by click the file name on the read-only Attachments tab page. (Optional) Click Request to Close above the ticket details. A message confirms your request, and the Status fields (on the Tickets page and the Ticket Details page) display Customer Request Close.  Click Submit . Aryaka customer support is notified of the reopening. When Aryaka customer support closes the ticket, the Status fields display Closed. An email notification is sent to the original requester and the alternate contact whenever the ticket is updated by any authorized user. Reopen a support ticket You can reopen any closed support ticket that you can access in the Ticketing Portal within seven days of its closure. Cases are typically reopened if the proposed resolution did not satisfy the original requester or somebody else involved with the case.  To reopen a closed support ticket Log in to the Ticketing Portal as described in  Access the Ticketing Portal . The portal's Home page appears. Click  Support Tickets  in the left menu. The Tickets page appears. It includes a table with each ticket listed in a table row. Do one of the following to display the Ticket Details page: Click the link in the Ticket Number column for a ticket with the status of Closed. Search the table—Enter the ticket number or the subject of the ticket you want to reopen in the Search field above the table. The ticket number is included in the email sent to the original requester or a user entered as an alternate contact. Filter the table by status—Click  Select Status  above the table, select  Closed , then click the ticket number from the filtered list that appears. Click Reopen above the ticket details. The Status fields on the Tickets page and the Ticket Details page display Open. (Optional) Do one or more of the following: Edit or append the following fields on the Ticket Details tab as appropriate: Priority Issue Type Subject Description Click the Comments tab, and add a comment specifying why you are reopening the ticket. Click Submit . Aryaka customer support is notified of the reopening. Related topics Access the Ticketing Portal Contact Aryaka Customer Support