How to Create a Support Ticket

Introduction

When you need help, the CIQ Portal is your starting point for creating a support request. Submitting a ticket there ensures your request reaches our Support Team, who will review, respond, and work to resolve the issue as quickly as possible in line with the agreed Service Level Agreements (SLAs). Please note that all support requests are managed in accordance with CIQ's terms and conditions.

How to create a ticket

Ticket creation via CIQ Portal

This is the primary way to generate a ticket and make us aware of your issue. Log into the CIQ Portal at https://portal.ciq.com

ℹ️ NOTE: If you are unable to log in to the Portal for any reason, please contact your CSM and they will assist you with access.

Once logged in, click the Support button on the left-hand menu. You will see a grid of your existing tickets. To create a new ticket, click the green + Create Support Request button.

Provide the following information:

• Subject - a brief description of the problem.

• Product - the product you are having trouble with. The available options include Rocky Linux, Warewulf Pro, Warewulf, RLC, and more.

• Version - select the version of the product you are experiencing the issue with from the drop-down menu.

• Priority - this ranges from Urgent to Low. Please consult CIQ's terms and conditions before selecting the Priority, to ensure that CIQ can provide you with the appropriate level of support.

• Add collaborators - optionally choose who to include from your organization on the ticket.

• Description - provide as much detail as possible surrounding the issue. ℹ️ NOTE: If you can generate an sosreport or attach additional outputs to help describe the problem to the ticket, that would greatly speed up the resolution process and avoid the Support Team having to ask for additional information.

• Attachments - files of up to 50MB in size can be attached directly to the ticket. If your file type is not supported, please compress it into a .zip, .tar, or .gz file. For files larger than 50MB, please visit sftp.ciq.com for upload. Please ask the Support Team to create a Secure File Exchange account for you.

Once all of the above information is filled out, click the Submit button.

You will then be taken to your ticket. All communication with the CIQ Support Team is done here until successful resolution of the issue.

To view all of your tickets, click the Support button on the left-hand menu in the CIQ Portal. Under the Requested tab, you can see all of the Support Tickets you have created. You can also see all of the tickets from your team members under the Organization tab, as well as tickets you have been CC'd in.

Ticket creation via email

You can also generate tickets by sending an email directly to support@ciq.com

The Subject Line contains the same information as the Subject field when creating a Support Ticket.

The body of the email is the same as the Description field listed above in the support ticket creation section.

ℹ️ NOTE: Any tickets created by this method are automatically placed as Normal (Severity 3) Priority tickets. If you have an Urgent issue, please let the CIQ Support Team know via the ticket and they will raise the Priority as needed.

You can also respond to replies from the CIQ Support Team via email as well.

References & related articles

Generating sosreports on Rocky Linux How to Upload Files to the CIQ Secure File Exchange (SFE) Service What Data is Collected in an sosreport on Rocky Linux