How to Submit a Support Ticket

  • Updated

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.
    Submit a request.png

    This will direct you to the support ticket form.
    Submit a requestg.png

  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. 
    IrAuthor Version.png

  4. Issue/ Request
    Next, summarize the issue you are experiencing in one-line.  
    Issue : Request.png

  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.

    Discription.png

  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. 

    Urgency.png

  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
    Attachments.png

  8. Email Addresses
    If you would like other users to receive updates to the request, add their email addresses here.
    Email address.png

  9. Submit
    When you are satisfied with the information you have provided, click Submit.
    Submit.png

Urgent Tickets 

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

Contact Method.png

  • 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.

My Requests.png

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.
Open a request.png

Updating a request

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

  1. Open the request and you will see an email and text field at the bottom of the request.
  2. Add your information and click Submit
    Update a ticket.png

 

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