Servicios y compatibilidad
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Before Opening
- Before Opening a Clustering Ticket
- Before Opening a Document Library Ticket
- Before Opening a LAR/Staging Ticket
- Before Opening a Liferay API Ticket
- Before Opening a Liferay Performance Ticket
- Before Opening a Liferay Sync Ticket
- Before Opening an Accessibility Ticket
- Before Opening an Activation Key Ticket
- Before Opening an Authentication Ticket
- Before Opening an Upgrade Ticket
- Before Opening a Portal Deployment Ticket
- Before Opening a Search/Indexing ticket
- Before Opening a Security Ticket
- Before Opening a Shutdown/Inoperable System Ticket
- Before opening a ticket related to VPN on Liferay PaaS
- Before Opening a User Interface (UI) Ticket
- Before Opening a Web Content Management Ticket
- Support FAQ (Liferay DXP)
- Support FAQ (Liferay Portal)
- Support Ticket Best Practices and Self-Service Resources
- Support Ticket Workflow Guide
Support Ticket Workflow Guide
This article is a guide for customers on the general workflow and functionality of Liferay support tickets.
- Self Service Resources
- Ticket Assignment & Acknowledgement
- Ticket Features
- Ticket Status Workflow
- Additional Information
Self Service Resources
While it is always our pleasure to serve you with the utmost speed and excellence, the fastest route to the solutions you are looking for is often through self service. Please be sure to familiarize yourself with all the self-service tools and resources we have made available to you to save you time:
Submitting a Ticket
If you have an issue you aren't able to resolve through self-service, please go to Customer Portal and click on: Submit a Ticket.
Please select the "General Request" option and you will be taken to the ticket form as shown below. Please review the information about the ticket form fields below.
Organization: If you belong to multiple organizations/projects, you will have the option to select the specific project you are raising a request for.
Offering: If the organization you have selected has more than one type of offering, you will need to select the offering that is relevant to your request. Selecting the correct offering will ensure proper routing of your issue and the most efficient service. Note that you will only see the available offerings after you have selected an option in the Organization field, first.
System Environment: Select the option that best describes the impact of your issue on your systems and in which environment(s).
Summary and Description: Please describe your issue with as much relevant detail as you can. For the most efficient investigation of your issue, please follow these best-practices in creating your ticket.
Attachments: If you are providing file attachments with your ticket, you can attach them directly to the ticket (50MB or less) or after you create the ticket you will have the option to upload a larger file using our Large File Uploader.
Ticket Assignment & Acknowledgement
Once you have submitted your ticket, a Liferay Support Engineer will be assigned to your issue and you will receive an acknowledgement from them that they have received your request and begun their investigation.
You can find the Acknowledge Receipt Time SLAs here to help you decide which Support Tier is right for the level of priority needed to meet your business requirements.
Ticket Features
Here is an example of the support ticket interface. Please review the information about the available features below.
Ticket ID: You can find the unique Ticket ID number for your support issue in the top-left breadcrumbs expressed as LRHC-###### (Note: Your ticket ID number will be in the format LRFLS-###### if you have a First-Line Support Partner)
Ticket Information: The original description you inputted into the ticket form when submitting your ticket can be found within the expandable "Ticket Information" section in the Details window.
Large File Uploader: If you have files that are larger than 50MB you can access the Large File Uploader either by expanding the Large File Uploader section in the Details window, or there is an automatic first comment on every ticket that provides the link to Large File Uploader as well.
Status: This field indicates the current status and stage of work the ticket is in. This status will help you know whether the current action is on Liferay Support or your team. (More on this in the "Ticket Status Workflow" section below)
Activity: Here you will see the progression of activity on the ticket including comments and status transitions. Note that for long threads, you may have to click a "see more" button to see some of the older comments and activities.
Comment Box: Here you can add new comments and attachments with some editing/formatting tools provided by the UI. Note: Only Team Members you've designated with the "Administrator" or "Requester" role will be able to add new comments to a ticket. Team Members who you have designated as "Users" or that you have added to the "Shared with" list can still see the ticket and it's comments as read-only.
Notifications: Toggle notifications for the ticket on/off. Notifications are sent in the form of emails for new comments, status changes, ticket marked as solved, etc.. By default notifications will be turned on.
Shared With: This field is pre-populated with all your designated Team Members who have the Administrator, Requester, or User roles and allow them to get notified about updates to the ticket. You can also add other email addresses as followers of the ticket. You should exercise discretion in who you add here to ensure it is someone your organization would want to be informed about the details of the support ticket.
Ticket Status Workflow
Please review the descriptions of the statuses we use on support tickets below. It is especially important for your team to know when a status is indicating that we are waiting for a response from your team so that the investigation can progress.
Open: Your ticket has been received and is waiting to be assigned to a Liferay Support Engineer.
Internal Review: The Liferay Support team is actively work on investigating your issue and will provide you with an update soon.
Awaiting Your Reply: This indicates that Liferay Support has responded to you with a question or request for more information and is awaiting your reply. The investigation likely cannot continue until you reply. After 5 Business Days without a response from your team, the ticket will automatically move to Inactive status (see more about Inactive status below).
Solution Proposed: Liferay Support has proposed a solution to your issue. When a solution is proposed, you will see the proposed solution as a green highlighted comment as well as a button on the right where you can either "approve" or "decline" the solution.
Inactive: When a ticket has been in either "Awaiting Your Reply" or "Solution Proposed" status for more than 5 business days without a response from your team, then the ticket will automatically move to the Inactive status. When a ticket is in Inactive status, the ticket is not being actively worked on by Liferay Support without further response from your team. If a ticket is in Inactive status for more than 5 business days then it will automatically transition to "Closed" status.
Closed Status: A ticket reaches "Closed" status when either: (1) Your team has accepted a proposed solution or (2) the ticket has been in "Inactive" status for more than 5 business days without a response from your team. When a ticket has reached closed status, it is no longer open for further comments or edits. You may create a follow-up ticket if you need to raise the issue again.