Support application

Via the Support application on dataminer.services, you can report issues to Skyline Support and track the progress of your support tickets.

Key features:

• Maintenance requests: Create a new support ticket under your maintenance contract via a guided pop-up window.

• Real-time monitoring: Access an overview of all tickets submitted for your organization.

• Status tracking: Instantly see the status of a reported ticket, including any tasks linked to it.

Important

If you experience any technical issues while using the portal, please contact the DataMiner Support team directly via email at support@dataminer.services.

Accessing the support application

The application is available at https://admin.dataminer.services/support.

You can log in in the same way as for dataminer.services.

To get access, you need to be part of an organization on dataminer.services (see Controlling user access to dataminer.services features).

Support tickets overview

When you open the Support application, an overview of the support tickets for your organization is shown. For each ticket, the following information is available:

• ID: The unique identifier of the ticket.
• Title: A short description of the reported issue.
• State: The current state of the ticket, e.g. In Progress, Follow-up, or Closed.
• Reported by: The person who created the ticket.
• Created: The date and time when the ticket was created.

The following filters are available above the overview:

• Created at: A time filter that determines which tickets are shown based on their creation time. By default, only the tickets created in the last 30 days are shown. Select a wider range to retrieve older tickets.
• Include closed tickets: Enable this toggle button to also include tickets that have already been closed.

Creating a support ticket

1. In the upper-right corner of the Support application, click Create support ticket.

   This opens the Create support ticket pop-up window.

2. Fill in the following information:

   • Maintenance contract: Mandatory. Select the maintenance contract the ticket applies to.
   • Title: Mandatory. A short explanation of the problem you are encountering.
   • Description: Mandatory. A detailed explanation of the problem.
   • Contacts: The person creating the ticket is automatically added here and will be included in the To field of the ticket creation email. Any other contacts you add will be included in the Cc field.
   • Cloud-connected DMS: The DataMiner System connected to dataminer.services that the ticket applies to. Only the DataMiner Systems that your account has been added to will be listed (see Controlling user access to dataminer.services features). If the relevant DataMiner System is not connected to dataminer.services, select the Non-cloud-connected Agent (DMA) option and provide the cluster name, the Agent name, and Agent ID.
   • Attachments (optional): Drag and drop files onto the box, or click choose files to select them. To upload a file with an unsupported extension, zip the file and upload the zip file instead.

3. Click Create.

   A confirmation pop-up window will be displayed, and a ticket creation email will be sent out.

   Note

   If the ticket includes large attachments, ticket creation can take a moment. Please be patient and do not close the window while the ticket is being created.

Viewing ticket details

When you click a ticket in the overview, a side panel opens on the right with the details of that ticket:

• The ticket title, its current state, and its creation time.
• The full description of the reported issue.
• The team the ticket is currently assigned to.
• The project the ticket is linked to.
• Any tasks linked to the ticket, with their current status.

Every ticket also has a unique URL, so you can bookmark it or share a direct link with a colleague. Opening the ticket in the side panel will give you the URL for that ticket, ending with ?id=<ticket ID>.