Prerequisite
- You have a Service Desk user account. Find information about Service Desk user accounts in the Service Desk Portal post under “Access”.
- You are logged into the Service Desk Portal: https://servicedesk.seeburger.de/en-US/.
Procedure
1. Click Create Ticket to submit a new request.
Note: Based on the entered short description of the issue the system will automatically search the knowledge base. Relevant articles will be displayed. Articles will open in a new browser tab so you can easily return to your ticket form.
2. Choose the system, product, or service the issue relates to from the Subscription dropdown menu.
3. Enter a detailed description. You can use the rich text editor to format text or add screenshots.
Note: For incident tickets, include the following information:
- Issue description
- Clearly describe the problem you are facing
- Exact timestamps and time periods when the issue occurred or is occurring
- The product/application/area involved (e.g. Process Monitor)
- What has been attempted so far to resolve the issue (restart, configuration adjustments, etc.)?
- Issue evidence
- Hardcopy or screenshots of the affected process or application
- Error messages or alerts (include error IDs where available)
- Context IDs/track IDs of the affected process
- Technical details
- Process export (JSON/ZIP) from the affected process(es)
- Support ZIP generated from BIS Landscape Manager or at least adapter/server logs
- For mapping issues provide all test files (Input, SeeXML and Output)
- My expectation
- “Could you please organize a remote session to check and fix this together?”
- “Could you ensure the fix is included in a future Service Pack?”
- “Could you provide an upload link for Collector result?”
- My availability
- Contact person
- Phone/mobile number or Microsoft Teams
- Preferred remote support method (Microsoft Teams/TeamViewer)
4. Select the Priority for your request.
5. If necessary, attach files to your ticket. Attachment limit: Up to 20 MB per file. For larger files, request an upload link to our SEEBURGER Managed File Transfer platform from your support engineer.
Find more information on incident tickets here:
- Service Desk Portal > Resources > SEEBURGER Products > SEEBURGER Service Desk Portal User-Guide > How to open a new incident
- Service Desk Portal > Resources > SEEBURGER Products > SEEBURGER Service Desk Portal User-Guide > How to work with open incidents