Creating a Support Ticket


The purpose of this article is to outline the steps of how to properly create a ticket for the Metworx Support team.

Metworx Support Portal

Link to Metworx Support Portal - https://metworx.atlassian.net/servicedesk/customer/portal/6

Upon navigating to the Metworx Support Portal, you will see the following screen:

2022 03 31 13 58 27

You will see 4 different categories in which you can create a Support ticket. Select whichever is most applicable to your request of assistance:

Metworx Application Issues

Workflow Issues

Other Metworx Support

Onboarding Request

Metworx Application Issues

If you are experiencing issues with the Metworx application or have questions around its general functionality, please sumbit here.

2022 03 31 14 04 18

The required fields to fill out here are Summary, Metworx URL & Description.

You can also include the Workflow URL and any attachements such as files or screenshots.

Once ready, click the blue Send button and a new ticket will be created within the Metworx Support JIRA queue to be actioned by the Metworx Support Team.

Workflow Issues

If you are having trouble with your workflow itself or the nodes (Main or Compute) as it being spun up or running, please submit here.

2022 03 31 14 11 37

The required fields to fill out here are Summary, Metworx URL & Description.

You can also include the Workflow URL and any attachements such as files or screenshots.

Once ready, click the blue Send button and a new ticket will be created within the Metworx Support JIRA queue to be actioned by the Metworx Support Team.

Other Metworx Support

If you are experiencing issues or have questions that do not pertain to our more specific issue types (GUI Issues, Workflow Issues, Metworx Admin Issues), please submit here.

2022 03 31 14 14 22

The required fields to fill out here are Summary and Description.

You can also include Metworx Application URL, Workflow URL and any attachements such as files or screenshots.

Once ready, click the blue Send button and a new ticket will be created within the Metworx Support JIRA queue to be actioned by the Metworx Support Team.

Onboarding Request

If you have any questions or are experiencing any issues during your onboarding process onto Metworx, please submit your questions here.

2022 03 31 14 17 41

The required fields to fill out here are Summary and Description.

You can also include Metworx Application URL, Workflow URL and any attachements such as files or screenshots.

Once ready, click the blue Send button and a new ticket will be created within the Metworx Support JIRA queue to be actioned by the Metworx Support Team.

Metworx Support Email

An alternative to creating a Metworx Support Ticket within the Support Portal is to send an email to support@metrumrg.com.

By emailling support@metrumrg.com, a ticket will be opened automatically within the Metworx Support JIRA queue.

If you choose to do this, please provide as much detail around the issue you are facing.

Any applicable descriptions, URLS, files and screenshots will help the Metworx Support team troubleshoot your issue most effectively.