About Support Tickets
If your company has a paid support subscription for either Liquibase Pro or Liquibase Enterprise, you can work directly with Liquibase Support. If you're using Liquibase Open Source, you can connect with our community of users and staff on the Liquibase Community Forum.
After submitting a support ticket, you can view, manage, and respond to your tickets on the Liquibase Support portal.
What to include in your support ticket
Providing Liquibase Support with everything they need to understand, reproduce, and troubleshoot your issue will allow for a faster resolution and less back-and-forth. Consider adding the following information when creating your support ticket:
- Information identifying the urgency and priority of the reported issue
- Information and steps to reproduce the reported issue, including the exact command being run
- Product and environment information, including:
- Liquibase product and version number
- Connected database and driver version
- Integrated tools related to this issue
- Complete log files scrubbed of sensitive information
- The exact wording and full error messages related to the reported issue
- Liquibase property settings
- Changelog, changeset, or script being run related to the reported issue, with sensitive information removed
Creating a support ticket
- Navigate to the Liquibase Support Portal and log in.
- Click on "Submit a Support Ticket".
- Add any colleagues who should receive updates and be able to view this support ticket in the portal.
- Set the ticket priority based on the severity and urgency of your issue. Please refer to the Liquibase Support SLA for details on each priority level.
- Choose a descriptive subject for your ticket that briefly describes the issue. You'll use this to locate the right ticket in the portal.
- Complete the "Ticket Description" field, providing as much detail as possible. Please refer to What to include in your support ticket.
- Select your Liquibase product and add the product version number.
- Add the database in use and integrated tools, if applicable.
- Attach any relevant files, such as logs, changelogs, changesets, scripts, or screenshots. When attaching multiple files, you'll need to select them all at once. It's best to zip multiple files into one before attaching them.
- "Submit" your ticket.
Comments
0 comments
Article is closed for comments.