How to Submit a Support Ticket

The InRule Decisioning Support team primarily handles reports from customers and partners of any issues/problems they are having with the software. The best way to contact the support team is via the Submit a Request feature in the Help Center.

If you are on a trial and have questions, please email your questions to info@inrule.com. 

How to fill out the Support Ticket Form

1. Navigate to the request form
   You can find the request form here or by clicking on the Submit a Request link in the top right corner of the Help Center.
   You must be signed in to access the Submit a Request page.
   
   
   This will direct you to the support ticket form.
   
   
   
2. InRule Deployment Type (optional)
   From the drop-down, select the deployment type that applies to you. Providing this information will help us understand your issue better.
   
   
   
3. Version of InRule
   If you are using the on-premises version of InRule (irAuthor), select the version of InRule you are working with. 
   
   
   Not sure what version of irAuthor you are using? 
   You can see which version of irAuthor you are using by clicking on the File tab and then clicking on the Help option. 
   
   
   
4. Issue/ Request
   Next, summarize the issue you are experiencing in one-line.  
   
   
   
5. Details
   

   In the details section, provide all possible details. For example, error messages, log entries, and any details you would include in an email or on the phone should be included here.

   
   
   
6. Urgency
   

   From the drop-down, select the level of urgency for your request:
   Low – Documentation request, general inquiry, etc.

   Normal – Almost everything. Non-blocking errors, how-tos, license issues, etc.

   High – Significant impact, slow-downs, etc., but able to work.

   Urgent (Outage) – InRule service is down, no processing is taking place. 
   If you submit an Urgent ticket, you will see additional questions. See the section Urgent tickets for more information. 

   
   
   
7. Attachments (optional)
   Here you can include attachments that will help the support team understand the request. Examples of helpful attachments include, but are not limited to:
   -The specific rule-app, if applicable
   -Test data (example payload, etc.)
   -Screenshots
   
   
   
8. Email Addresses
   If you would like other users to receive updates to the request, add their email addresses here.
   
   
   
9. Submit
   When you are satisfied with the information you have provided, click Submit.
   

Urgent Tickets 

If Urgent (Outage) is selected, an additional field will appear with options for the initial contact method.

• Ticket comments – Typical, normal back-and-forth communication
• Call via Zoom/MS Teams – Customer can provide meeting link
• Join bridge – Customer can provide information on existing technical bridge

Submitted requests

Once submitted, your request is visible on the My requests page along with your previous requests.

Status types

• Solved: The request has been marked as solved and will automatically close at a later date.
• Open: The case is currently with the Support team and will be updated with further information when available.
• Awaiting your reply: The Support team has updated the request and is awaiting a response from you.

Open a Request

To open a request from the My requests page, click on the subject of the request.

Updating a request

Any request marked Open can be updated with additional information, files, or email addresses.
To add information to a request

1. Open the request and you will see an email and text field at the bottom of the request.
2. Add your comment and click Submit. 
3. If you need to change the urgency of your ticket to Urgent, comment "#escalate".