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Creating and Managing Support Tickets in Uplink

Kris Weylo
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You can create support tickets directly from Uplink to request technical support from VAST Data Support.

Create a support ticket from the Tickets tab or from any other Uplink UI page that offers this function. For example, if you want to create a ticket for a specific alarm, you can go to the Alarms tab and use the Create ticket option from the Actions menu for that alarm.

The Tickets tab lists all existing support tickets for your clusters. This display can also be accessed from any page of the Uplink UI by clicking the TicketsButton.png button in the top right corner of the page.

Note

The count of tickets shown on the TicketsButton.png button includes only new and open tickets.

For tickets that were created in Uplink for a specific VAST object, such as a CNode, the Component column shows the corresponding object. For other tickets, this field is not populated.

Create a Support Ticket

  1. In the Tickets tab, click + Create Zendesk Ticket.

    The Submit Ticket dialog appears.

  2. In the Submit Ticket dialog that opens, complete the fields:

    Clusters

    If you want to create a cluster-specific ticket, select a cluster to which the ticket refers.

    To create a ticket that does not refer to a particular cluster, use the default value None.

    Subject

    Enter a subject line that briefly describes the issue.

    <description>

    Enter a more detailed description. Use the toolbar below the description field to format your description using quotes, bulleted and numbered lists, various forms of emphasis and the heading tag. You can also insert links and images, if necessary. Use the provided markdown guide to write the description in markdown, if necessary.

    Attach an image

    Click to attach an image file to your ticket, or capture and attach a screenshot of the screen that gives the error.

    Priority

    Select a priority for your ticket, depending on the impact the error is likely to have on your business.

    Case type

    Select the case type that best describes the issue you are reporting:

    • Problem

    • Question

    • Planned Maintenance

    • Feature Request

    • RMA

  3. Click Submit to send the support ticket to VAST Data Support.

Edit or Review a Support Ticket

  1. In the Tickets tab, open the Actions menu (3dots_menu.png ) for the ticket you want to edit and select Edit.

    The Edit Ticket dialog appears.

  2. In the Ticket Details tab of the Edit Ticket dialog, edit the ticket details as necessary and click Save changes.

  3. While reviewing the associated event, you might like to:

    • Click Copy Direct Link to Event to copy the URL of the associated event to your clipboard. You can paste the URL into your browser's address field and press Enter to view the event.

    • Click Go to See the Event to open a new tab that shows the event.

  4. If you would like to be notified by email of all status updates to the ticket, enable the I'm assigned as a watcher slider.

  5. If you want to add comments to the ticket, select the Comments tab, click +Add comment and add your comments to the ticket. You can format the comment in markdown or as plain text.

  6. If the ticket involves the shipping of a replacement part, the Delivery Status tab may appear. You can select the Delivery Status tab to review the details and status of the shipment.

Download a CSV File Containing the Ticket Details

Click Uplink_Tickets_Tab_Download_CSV_Icon.png to download a CSV file with the details of all the existing support tickets.

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