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Support

Technical Product Support is delivered via Collibra's support portal. Please follow the steps below to optimally use the support portal.

1. Registration

Registration is available to anyone who wants to use the support portal. There are two ways to request registration:

  1. By using the 'sign up' link in the top right corner.
  2. By logging a request. It can be done either using this portal or by sending an email (to support@collibra.com). 

In both cases, you will receive a confirmation email in which you will find an activation link for your account. If you have not received the confirmation email after a few minutes, please check that your confirmation email was not treated as spam.

This means that our support platform is open for everybody, so that different people from the same company can all have their own login, but can still see all the issues that have been reported company wide.

2. Logging in

You can access the 'Log In' page either using the 'login' link on the top right corner of each page in the portal, or by clicking any link that would redirect you to an area restricted for registered users (on the main page there would, for example, be links in the welcome part and the "check your existing request" option in the black/green menu) .

Your email address will be used as your login; if you have multiple registered email addresses, you should use the primary one (for more details about email addresses check section 5. Profile).

3. Submitting requests

The following screenshot shows the form for logging a new ticket in the Collibra support platform. It can be found by clicking the 'Submit a request' button in the main menu.

Most of these fields are self-explanatory. Although only Subject, Description and Priority are required fields, please try to fill in as many as possible.

Subject

The subject field should be a short summary of your question, bug report or feature request.

Description

Here you have the opportunity to specify more details about the question, problem or request that you have.

For bug reports, it should describe the exact steps that are needed to reproduce the problem. This way, our support agents will be able to reproduce the problem far more quickly and the problem can be solved much faster.

Case Type

The case type, describes the type of your request.

  • Bug  - You found behavior in the product that is unexpected / the product doesn't work as expected.
  • Question  - You have a product related question.
  • Feature Request  - You want to request a new feature to be built into a future version of the product.

Priority

The priority field describes how important the bug/question/request is for you.
You can mark the request as one of the categories listed below: 

Severity of a Problem:

Urgent

  • The problem results in extremely serious interruptions to a production system.
    It has affected, or could affect, the entire user community. Tasks that should be executed immediately cannot be executed because of a complete crash of the system or interruptions in main functions of the production system.
  • Data integrity is compromised

High

  • The problem results in serious interruptions to normal operations, will negatively impact an enterprise-wide installation, urgent deadlines are at risk. 
    In a production system, important tasks cannot be performed, but the error does not impair essential operations. Processing can still continue in a restricted manner, and data integrity may be at risk. In a pre-production environment, the problem hinders deployment of an enterprise installation. The service request requires timely processing, because the malfunction could cause serious interruptions to critical processes or negatively impact business  
  • Severe impact, but operations can continue in a restricted fashion.

Normal

  • The problem causes interruptions in normal operations. 
    It does not prevent operation of a production system, or there could be minor degradation in performance. The error is attributed to malfunctioning or incorrect behavior of the software.

Low

  • The problem results in minimal or no interruptions to normal operations (no business impact).
    The issue consists of ‘how to’ questions including issues related to APIs and integrations, installation and configuration inquiries, enhancement requests or documentation questions.
  • No impact on operations

Product Version

For bugs and questions, it is important to know which version of the product you are talking about.
Use this field to define the product version you are working with. The product version is mentioned at the bottom of every screen in the browser user interface. 
Even if you use an instance of DGC that is hosted by Collibra, the support agent may not be able to access it, due to various security reasons.  

Attachments

Attachments can be added to the requests and comments to make your point clearer. Please add screenshots whenever possible.
When you are logging a bug, always include the DGC.log file (from the moment that the bug occurred) as an attachment.
You can find the DGC.log file from the web interface, settings, logs.
If you do not have permission to go the settings menu, contact your DGC administrator.
Download the DGC.log file and attach it to the support request. In the description, mention the time that the bug occurred, so we can relate it to the corresponding messages in the dvc.log file.  

Making clear requests

  • If you use a specific browser(s), tell us which one(s) it is.  Many problems are specific to a single or a few browsers.
  • Some of the problems might be user specific. If the problem occurs only for a single user or group (but, for example not for the Administrator account) it should be noted as this information can be extremely useful. In such cases, information about user roles in relation to the place where the problem occurred can also be important.
  • Include the steps to reproduce the bug in your problem description. Attach screenshots as they may be especially helpful in understanding the problem.
  • While logging the case, please specify your product version. 

 

4. Checking existing requests

Lists

Your requests

When you visit "Check your existing requests" you get not only an access to all the open and solved requests you reported, but also to all other issues you are involved in as "CC".

When you visit this page, you will get the list with all your open requests. This list is available in two versions:

Detailed list - displaying informations in single box (as shown in below).  

This view shows the ticket ID, Subject, Description, how much time passed since submission, descriptive and general status (Awaiting assignment, Awaiting your response or Being processed).

Compact   list  - displaying a simple table view (for all other types of requests available from this page it is the only available view). Pictures below show which information can you get without checking the details of the requests.

To check the list of your recently solved and closed requests you can click on the link on the right side of the page.

solved.png

 

cc.png

 

Your company requests

Company.png

If you are an employee of a company you should be assigned to it on our portal. If you are assigned you will be able to view your colleagues requests. They will be available using a field in the black/green menu with your company name. These requests are displayed using the table view (shown below).

tickets_of_colleagues.png

You should be able to view and comment each request you are able to see on this list.

Requests

The subject and the description will always be on top, below the comments, on the right you will see the details: Name and picture of the Agent assigned to your request, case type, priority, product version and a short information about progress (with possible values: -, Agent is working on it, Development is working on it, In the product backlog and Closed).

updated_details..png
 

You can discuss your requests either using comments (agent comments will be forwarded to you using email) using the portal or by sending emails to support@collibra.com (to create a new request) or redirecting them, adding new comments to a request where appropriate. Each mail with "Re:" prefixed to the title will be added as a comment to the existing request.

re.png

 

5. Profile

On your profile page (accessed by clicking your name in the top, right corner) you see your picture, name, email address (or addresses) together with several headings which summarize your activities on the support portal. In the top, right corner your profile can be edited.  Actions is only used to change your password, edit contains more options (more about it further below).

profile.png

The first header is a summary of all your requests. The second list contains all the requests in which you are added as a CC. Following lists are related to your forum activity.

Editing your profile

edit1.png

On the basic info page you can change your Name, Avatar, Time zone and Phone number (optional, currently not used by us).

 

edit2.png

The identities part requires some explanation. For more convenience, you can bind more than one email address to your profile. You will be able to send emails from all of them and these emails will be recognized as yours, and connected to your account. If you create additional accounts by accident, our agent will bind your accounts together and you will be able to use both emails.

It is important to know which of your email addresses is your primary one. Only this address will be used by the portal to contact you (notifications will be sent only to this address), and it will be your login on the portal. The drop down at the bottom of the page allows you to set your primary email.

The 'External Accounts' part is a leftover from possible integrations with account management systems and as such, we are currently evaluating the possibilities, pros and cons of using such systems for our portal.

6. Forums

forums.png

As you have seen, only 'Announcements' are visible to unlogged users. This forum will contain general information for everyone (for example, any possible changes with our support work flow).

'Tips and tricks' will hold information that extends the product documentation in some way (describing its contents from a different angle or demonstrating it in the form of a short movie).

'Solutions' will contain topics that describe solutions to overcome common problems.

 


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