SUMMARY
This article explains what each part of the user interface represents for the My Requests page, and the individual ticket page.
MORE INFORMATION
The My Requests page is a part of the My Support area, which is found in our Support Portal. The My Requests page allows you to see all of your logged tickets with Foundry Support, check the status of all of your tickets, get a reference ID for your ticket, and see whether your tickets are currently connected to any logged bug reports or feature enhancements.
To see your existing support tickets, click on My Support in the menu bar and then click on My Requests. You will have access to all the support tickets you have raised and will be able to check their current status and conversation details. Clicking on any of your tickets will open a separate window, showing the details of that ticket.
MY REQUESTS PAGE
Image 1: The My Requests page populated with Support Tickets.
TICKET ID:
The ticket ID is the reference ID for the ticket itself.
NOTE: This ID should not be confused with the Bug or Feature ID, which points to a bug report or feature enhancement.
STATUS:
In the Status column, you will see various entries indicating what the status of your ticket is. These statuses are:
Open - We have received your submitted ticket. A Support agent will review and actively investigate your ticket to provide you with an answer, as soon as possible.
Hold - Your ticket has been postponed. Putting your ticket on hold will be communicated to you beforehand.
Pending - Your ticket is pending a reply from you. We are waiting for more information from you in order to unblock and continue our investigation.
Solved - Your ticket’s status has been set to solved, when the Support agent’s investigation has ended. It is still possible to reply to a solved ticket, and this action will reopen the ticket. If you want to report another unrelated issue, please open a new ticket.
You can use the BUG TRACKER to track any bug reports or feature enhancements that have been included in the investigation of your ticket. The bug report will remain open until the bug has been resolved, even when your ticket has been set to solved or closed.
Closed - Your ticket has been closed. You will still have access to the conversation, but you will no longer be able to reply.
UPDATED:
The Updated column will tell you the last date in which your ticket was actioned. This means the last action recorded for that ticket, which can also mean a change of status.
BUG/FEATURE ID:
The Bug/Feature ID is the number that points to any bug reports or feature enhancements that are linked to your ticket.
While your ticket may link to a bug report or feature enhancement, they are separate entities. This means that your ticket and the bug report linked to your ticket can have separate statuses. For example, your ticket may be closed, but the bug report remains open. It is important to note that, if your ticket closes, this does not mean that the bug you have reported has been fixed. You can see and follow the status of the bug reports you have been linked to in the My Reported Bugs page.
Please also note that feature enhancements are currently internal reports only, meaning that you will not be able to check the status of these reports. This will mean that the Feature ID will not carry a hyperlink, unlike the Bug ID. You can still track their completion by searching for the Feature ID in product Release Notes of new releases.
NOTE: When you hover over the bug/feature ID, you will see text appear. For a feature enhancement, this will say “Feature request, no description available.” For a bug report, the message will display the text contained within the Problem Summary section of the bug report.
Image 2: An example of the Problem Summary text shown when hovering over a Bug ID.
TITLE:
The title column shows the title of your ticket.
NOTE: Customers can also download a report of all of their existing support tickets. Download buttons are available in My Requests and Requests I'm CC'd on in the top right corner, with options for XLS, CSV, XML, and PDF.
INDIVIDUAL TICKETS
Image 3: The header information shown on a ticket opened from the My Requests table.
When you select a ticket in the My Requests table, it will open a new window. This will show the conversation between yourself and the Support agent.
At the top of this window, you will see the title of your ticket in bold. Underneath, you will see various fields that show additional information related to your ticket. This information can come from the information you submitted via the ticket form or the information identified by a Support agent after doing an initial review of your ticket description. This section will discuss what kind of information you can expect to find under each heading.
TICKET ID:
The ticket ID is the reference number of the ticket itself. This is the same as the ticket ID on the My Requests page.
STATUS:
The status on this page has three possible results: Open, Awaiting your reply, and Closed. These give a general indication of the status of your ticket, but are not as precise as the Statuses on the My Requests page. The Statuses on the previous page correspond to the Statuses on the current page as follows:
| My Requests Page Status | Individual Ticket Status |
| Open | Open |
| Hold | Open |
| Pending | Awaiting your reply |
| Solved | Solved |
| Closed | Solved |
NOTE: A ticket that is placed on hold will say Open in the status of the individual ticket itself. This does not necessarily mean your ticket has been taken off hold, but rather refers to the fact that the ticket has an open investigation ongoing.
SUBMITTER:
The Submitter refers to the ticket creator, either you or a colleague if you were cc’d.
ASSIGNED TO:
The Assigned To field refers to the Support agent who has been assigned to your ticket.
OS:
The OS stands for Operating System, and refers to the Operating System you are using relevant to the ticket. This is either the OS you referenced using when submitting the ticket, or the OS the Support agent identified after reviewing the information provided in the ticket.
[PLATFORM] VERSION:
The [Platform] Version field is the specific version of the Operating System you are using relevant to your ticket.
Image 4: The header information shown on a ticket opened from the My Requests table, showing the Windows version.
PRODUCT:
The Product refers to the specific Foundry product your ticket is regarding.
[PRODUCT] VERSION:
The [Product] Version indicates which version of the product you are using relevant to your ticket. [Product] will be replaced with the specific product you are using.
NOTE: It is very helpful for our Support agents to know the exact OS and PRODUCT versions you are using. This will inform the tests we need to run in order to identify and reproduce problems, and speed up our investigation.
FURTHER READING
To find information and instructions on how to raise a support ticket, please see the following article:
Q100064: How to raise a support ticket
To see how to search for bugs using the Bug Tracker, please see the following article:
Q100492: How to search for a bug in the Bug Tracker
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