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How to Create a Support Ticket

createsupportticket

Howard Van Der Wal
Sr. Customer Support Engineer

Aug 25, 2025

Introduction

When you need help, the CIQ Support Portal is your starting point. 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.

Problem

You have run into an issue and are looking for assistance from CIQ.

Resolution

Ticket creation via the CIQ Support Portal

Log into the CIQ Support Portal at https://support.ciq.com/hc/en-us

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 you have access to the Support Portal, create a ticket by clicking Submit a request.

Provide the following information:

  • Subject - a brief description of the problem

  • Product - the product you are having trouble with, such as Rocky Linux, Warewulf, or Fuzzball.

  • Repositories (optional) - if you are subscribed to CIQ Bridge, Rocky Linux LTS or FIPS, check one or more of the options presented from the drop-down menu.

  • Priority - this ranges from Urgent (Severity 1) to Low (Severity 4). Please consult CIQ's terms and conditions before selecting the Priority, to ensure that CIQ can provide you with the appropriate level of support.

  • 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 more information.

  • Attaching Files - files of only up to 50MB in size can be attached directly to the ticket. For files such as vmcore dumps, large sosreports, images, etc., please ask the Support Team via the ticket to create an account for you on CIQ's Secure File Exchange and they will be more than happy to do so and provide you with login credentials.

An example "Urgent" ticket for a Rocky Linux 10 server that is constantly restarting, with each of the above fields filled out: An example "Urgent" ticket for a Rocky Linux 10 server constantly restarting, with each of the above fields filled out.

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, go to your My requests page.

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.

The same "Urgent" ticket again, in the form of an email with the "Subject" of the issue in the "Subject Line" and the "Description" of the issue in the body of the email.

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