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Best Practices for Opening a Ticket
The Developer Relations Program at Igloo provides you with access to experts who are well versed with helping partners build enhancements, integrate third party applications, and transform the Digital Workplace experience. In addition to direct support, the program has a variety of self-serve options that enable you to learn about the capabilities of your Digital Workplace. These include:
Submitting a Ticket
Before submitting a ticket, check to make sure that your question has not already been answered on the Customer Care site. Chances are that the issue or question that you are experiencing has already been identified, and a solution exists in one of the following channels mentioned above.
If you cannot find a solution on Customer Care, open a ticket. To enable Developer Advocates and minimize back and forth communications, please follow these guidelines when opening a ticket:
- Include your Community URL.
- Outline what you are looking to achieve.
- If the problem is API related, be sure to include the entire request, response and header.
- Specify the language and environment in which you are developing your solution.
- Include code: complete method or the entire program, list/include any dependencies.
- Be as descriptive as possible. The more information we have the better we can help. For example:
- Email address of one or more impacted users.
- ILST log file if there is an issue with Igloo LDAP Sync Tool.
After receiving a ticket, an Igloo Developer Advocate will take ownership of the ticket and may:
- Request more information.
- Attempt to reproduce the issue in a test environment.
- Access your Digital Workplace to review settings.
However, the Developer Advocate will not:
- Make changes to your workplace without consent from an Authorized contact.
- Request or accept credentials for other accounts/users.
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