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Topics Discussed

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name	Tickets
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Note Note

To fully use this screen, you must have the following permissions added to your account:

Read Ticket(s)
Read Ticket Group(s)
Write Ticket Group(s)

Info
If your Support and Ticketing is provided by an Armor Partner, you may not have access to Support and Ticketing screens and information in the Armor Management Portal (AMP). If you are unsure how your Support experience is managed, please see your service provider.

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Info
You can also easily review the ticket details and status by clicking the View Request link provided within the email notifications that are generated from the ticketing system.

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title	View Legacy Tickets

Note

This section only applies to users who created a support ticket before March 2, 2019.

If you became an Armor user after March 2, 2019, then you will not see the View Archived Tickets section.

Before the release of AMP 2.50 on March 2, 2019, all existing tickets, including open or closed tickets, were moved to the new ticketing platform.

For any open or unresolved ticket, Armor automatically closed the ticket in the previous ticketing system, placed the ticket in the View Archived Tickets section of the Armor Management Portal (AMP), and then recreated the ticket in the new ticketing system.

The View Archived Tickets section will only contain tickets from the previous ticketing system. You cannot reopen or edit an archived support ticket; you can simply read an archived ticket, as well as access any attached information.

In the Armor Management Portal (AMP), in the left-side navigation, click Support.
Click Tickets.
Click View Archived Tickets or Archived Tickets.
Search for your desired ticket, or locate your ticket within the list.

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This column displays the subject of the archived ticket.

Click the subject to view additional details for a particular ticket.

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By default, most archived tickets will display as Resolved.

Some archived tickets will display as Open or Attention until Armor Support can properly close the ticket in the previous ticketing system.

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Note
When viewing additional details for a particular ticket, the comments within the ticket will be color-coded to easily identify if the comment was entered by Armor or a member of your organization.

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Within the Armor Management Portal (AMP), the Armor Ticketing System (ATS) allows you to easily create and review support tickets, and manage ticket notifications. To learn more about managing ticket notifications, see

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Note

Release Note (March 2, 2019)

The Armor Ticketing System has been updated to provide a variety of support-related enhancements. With the updated ticketing system, you can expect fewer, yet more meaningful emails, along with faster ticket routing and better ticket categorization.

Additionally, with this release:

Previously closed tickets were officially archived within AMP.
Open or unresolved tickets were upgraded to the updated ticketing platform.
Organizations (Admin, Technical, Billing, and Security) have been established in AMP, to help manage ticket notifications.

Review the following document to learn how to create and review support tickets in this updated ticketing platform.

To view the FAQs associated with this release, see FAQs for Armor's updated ticketing platform.

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Filter by Status, Requester, or Request Type.

Info
Click the Open AMP button provided in the top right corner of the screen, to easily return to your AMP account. A new tab will appear in your web browser.

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This column displays the number of the ticket.

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This column displays a high level description of the issue.

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By default, this column displays Armor Ticketing System.

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This column displays the status of the ticket.

New indicates that the ticket has been created, and is waiting to be reviewed by Armor Support.
Open indicates that the ticket has been reviewed, and is ready to be worked on by Armor Support.
In Progress indicates that the ticket has been assigned, and is being worked on by Armor Support.
Pending Customer indicates that Armor Support is awaiting information or feedback from the customer.
Customer Responded indicates that the customer has provided Armor Support with the requested information by responding within the Comment area of the ticket.
Completed indicates that the issue has been resolved by Armor Support.
Closed indicates that the ticket has officially been closed by Armor Support.
1. The system will auto-update the ticket to Closed after it has been in Completed status for 7 days.
2. Once a ticket has moved to Closed status, it cannot be modified or reopened by Armor Support.

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Organizations.

Create A Support Ticket

Excerpt

name	Create Support Ticket

In the Armor Management Portal (AMP), in the left-side navigation, click Support.
Click Tickets.
Click Create A Ticket.
- A new tab will appear in your web browser.

Info
In the top right corner of the Armor Ticketing System screen, click the Open AMP button to easily return to your AMP account. A new tab will appear in your web browser.

On the Armor Ticketing System screen, review the categories for ticket request types. These request types are used internally to automatically route your ticket to the appropriate department for a more efficient response.

Request Types

Scenario	Request Types
Support for Urgent Issues	Outage – report an outage Performance Issue – report device performance or degradation issue General Incident – report an unlisted incident Potential Security Incident – report a potential security issue
Common Requests	Armor Services – Armor agent services, logging, monitoring, etc. VPN – VPN inquiries Armor Portal – AMP inquiries and requests L2L Tunnels WAF – WAF exceptions and requests Firewall – inquiries on self-service firewall rules SSL Certificate
Other Requests	Backup Service – backup services request Disaster Recovery Service DNS – add/configure DNS records Encryption Service – encryption service request Load Balancer – load balancer appliance request OS Patching/Updates – request for OS patching and updates Vulnerability Scanning – vulnerability scanning services Recurring Issue – report a recurring or periodically repeating problem Professional Services – Request a statement of work for out of scope services.
Account Requests	Access & Users – request for access and user management Billing/Invoices – general billing or invoice request Compliance – compliance or audit requests Legal/TOS/SLA – legal inquiries Account Cancellation – cancel an Armor account.

In Account, select the AMP account that relates to the ticket.
Complete the missing fields.
1. In Summary, enter a very brief description. You can only enter a maximum of 255 characters.
2. In Description, enter useful details that can help Armor quickly troubleshoot the problem. For example, consider the following questions:
  - What is the specific issue?
  - What are the steps to reproduce the issue?
  - What is the level of business impact?
  - Are there additional contacts that should be notified?
  - Have there been any troubleshooting steps already performed?
  - Are there any error messages or screenshots to share?
3. If applicable, in Device, enter the name of the affected virtual machine.
If applicable, add any screenshots to help explain the issue.
Click Create.
- After you create the ticket, you will receive updates on the ticket via an email notification.

Info
You can easily review the details and status of your existing ticket by clicking the View Request link provided within the email notifications that are generated from the ticketing system.

(Optional) After you create a ticket, you can add additional users or organizations to the ticket.
1. On the ticket detail screen, in the right-side menu, click Share.
2. Type the name of the user or the user’s email address. To share with a specific organization, type the account name, and then select the desired organization (Admin, Billing, Technical, or Security). The ticket can be shared with multiple organizations.
3. Click Share.
(Optional) To view the status of this newly created ticket, in the Tickets screen, click View Existing Tickets.

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View An Existing Support Ticket

In the Armor Management Portal (AMP), in the left-side navigation, click Support.
Click Tickets.
Click View Existing Tickets.
1. A new tab will appear in your web browser.
2. All of your support tickets that are stored in the new ticketing platform will display.
3. Filter by Status, Requester, or Request Type.
  Info
  Click the Open AMP button provided in the top right corner of the screen, to easily return to your AMP account. A new tab will appear in your web browser.

Column	Description
Reference	This column displays the number of the ticket.
Summary	This column displays a high-level description of the issue.
Service Desk	By default, this column displays Armor Ticketing System.
Status	This column displays the status of the ticket. New indicates that the ticket has been created, and is waiting to be reviewed by Armor Support. Open indicates that the ticket has been reviewed, and is ready to be worked on by Armor Support. In Progress indicates that the ticket has been assigned, and is being worked on by Armor Support. Pending Customer indicates that Armor Support is awaiting information or feedback from the customer. Customer Responded indicates that the customer has provided Armor Support with the requested information by responding within the Comment area of the ticket. Completed indicates that the issue has been resolved by Armor Support. Closed indicates that the issue has been resolved by Armor Support. The system will auto-update the ticket to Closed after it has been in Completed status for 7 days. Once a ticket has moved to Closed status, it cannot be modified or reopened by Armor Support.
Requestor	This column displays the name of the individual who created the ticket.

Locate and select the desired ticket.

Info
You can also easily review the ticket details and status by clicking the View Request link provided within the email notifications that are generated from the ticketing system.

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Export Ticket Data

You can export the data for Archived Tickets and Organizations.

In the Armor Management Portal (AMP), in the left-side navigation, click Tickets.
Click Organizations or Archived Tickets.
Below the table, click CSV.
- You have the option to export all the data (All) or only the data that appears on the current screen (Current Set)

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Info

Troubleshooting

If you do not see any tickets in the Tickets screen, consider that:

A ticket was never created in this account.
- To learn how to create a ticket, see Create a support ticket.
You do not have permission to view a ticket.
- You must have the Read Ticket(s), Read Ticket Group(s), and Write Ticket Group(s) permissions enabled to view and create tickets. Contact your account administrator to enable this permission. To learn how to update your permissions, see Roles and Permissions.

Versions Compared

Old Version 204

New Version Current

Key

Topics Discussed

Create A Support Ticket

Request Types

View An Existing Support Ticket

Export Ticket Data

Troubleshooting

Topics Discussed