How to qualify an AEM as Cloud Service Support ticket

To fully qualify a ticket so support can quickly process and understand the issue, it's necessary to gather certain information.

Depending the type of ticket you will be logging, different types of information will be necessary.

There are however information that will always have to be present.

• Environment type

Is the ticket about your development, stage or production? If it happens anywhere, pick production.  

• Author/Publish 

Is your issue specific to the publish or author environment? If both, pick "publish".  

• Release number

Find this value by clicking on the "?" icon on the top-right of the header of the start page https://author-******.adobe.net/aem/start.html (or any author admin page), then "About Adobe Experience Manager"

 

 

Anomaly Report

If you feel a feature is not behaving as per product specification, that you unveiled a potential product bug, please provide the following information.

• Link to the documentation describing the product feature matching your issue
• Information about the browser version, if related to a browser-specific issue
• The url of the environment where the anomaly is observable
• Steps to reproduce the problem, preferable on an instance without custom code running, or as minimal as required, in order to narrow the problem as much as possible.

Service Request

A service request is an action, or a set of actions that you would like to be performed on one your environments.

Performance Issues

Please provide:

• Steps to reproduce the performance problem
• Expected performance VS observed performance on your environment