Support Page

The support page is the primary source for all support related activities pending on the product development team. The Support Page provides details of tickets raised for the tenants by the cognitive SMEs for issues, upgrades, feature requests, fixes etc. It provides details like status of tenant and services running on the tenant. It also gives relevant error messages if a tenant is not deployed or if tenant URL is not reachable.

  1. Login to the BigFix AEX Global Admin Console.
  2. Click on Requests on the left Navigation Pane.
  3. The Support page appears. The page lists all the raised tickets.
    Figure 1. Support Page
  4. Users can filter the ticket using the Individual column filtering (dropdown) option on Support Page. Users can filter the tickets by Type, Severity, and Status.
    Figure 2. Support page – Filters
  5. The Download icon allows users to download/export the ticket list in CSV, Excel and PDF format.
    Figure 3. Download/Export Buttons
    Figure 4. Sample Export – PDF Format
    Figure 5. Sample Export – CSV Format
    Figure 6. Sample Export – Excel Format
  6. Users can also view the closed tickets by clicking on Archived Tickets button on the Support page.
    Figure 7. Archived Tickets
  7. On the Archived Tickets Page, users can apply filters by Type and Severity.
    Figure 8. Archived Tickets Page - Filters
  8. To go back to the Support page, click All Tickets button.
    Figure 9. Archived Tickets Page
  9. Users can also view the details of the tickets raised for tenant related issues by clicking on the view icon corresponding to a ticket on the Ticket Listing page.
    Figure 10. Ticket Listing Page
  10. The Ticket Details page appears as shown in the following figure:
Figure 11. Ticket Details