Working with support tickets

Support tickets are how you and Scale Computing Support keep track of an issue at one of your sites. In the SC//AcuVigil™ dashboard you can see your company's tickets, open new ones, add information, and follow their progress.

Who can use support tickets

Every customer role can view, open, and add to support tickets for the sites the user has access to. See Managing user permissions.

Where tickets come from

  • Tickets you open. Open a ticket for anything you need Scale Computing to look at or change, for example a device that can't connect, a firewall policy change, or a hardware replacement.
  • Tickets opened by monitoring. Scale Computing's monitoring opens tickets on its own for events such as a site that stops reporting, a failover to a backup internet connection, or a VPN tunnel that goes down. These tickets show System as the last updater and are worked by the network operations center (NOC). When the problem clears, they can close automatically.

Find your tickets

Select Support in the menu. The Support Tickets list shows your company's open tickets. To see only one site's tickets, open the site and select Support in its menu.

The list shows each ticket's ID, topic, category, location, how long it has been open, when it was last updated, and who it's assigned to. Select a column heading to sort by it, and select a ticket to open it.

To narrow the list, use the filters at the top, for example Status (choose Closed to see closed tickets), Priority, Severity, Location, or the dates a ticket was opened or closed. For more options, select Advanced Search. To download the list, select Export As CSV.

Open a ticket

  1. Select Support, then Open New Ticket.

  2. Fill in the form:

    Field What to enter
    Topic (required) A short summary of the issue.
    Detailed Info (required) What's happening, when it started, what you've already tried, and the devices involved.
    Location The site the ticket is about.
    File A screenshot, photo, or document that helps explain the issue, with a short description.
    Shipping and Tracking Number If you're sending equipment, the carrier (UPS, USPS, or FedEx) and tracking number.
    Followers Other SC//AcuVigil users, or email addresses, who should get updates about the ticket.
    Priority and Severity How urgent the issue is for you and how much it affects the site.

  3. Select Submit the Ticket.

Tip: For a site that's down or another urgent issue, also call Scale Computing Support at (512) 687-7401.

Follow a ticket

Open the ticket to see its history. To add information or answer a question from Support, select Reply, write your message, and send it.

Followers receive updates about the ticket by email. A ticket with the status Waiting on Customer is waiting for a reply or an action from your side.

Close or re-open a ticket

You can close a ticket that you opened, and an Admin can close any of the company's tickets. A ticket that Support is actively working, for example one that's In Progress, On Hold, Scheduled, Waiting on Carrier, or in Interim Resolution, can only be closed by Scale Computing.

If the issue comes back, you can re-open a closed ticket for up to 30 days after it was closed. After that, open a new ticket and mention the old ticket's ID.