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February 2017 - Changes on OutSystems Support tooling and processes

OutSystems

February 2017 - Changes on OutSystems Support tooling and processes

Due to advances in support technology, OutSystems has a new support ticketing tool that will serve you better and ensure a seamless support process.

New status in support cases for better request tracking

OutSystems is creating new statuses to improve visibility into the support process. The new statuses are:

NEW

Ticket has been submitted to OutSystems

OPEN

Case has been assigned to the OutSystems support team

AWAITING YOUR REPLY

Additional information has been requested to the customer

SOLVED

Ticket has been resolved by OutSystems support. Replies will automatically re-open the ticket

Updated case severities

OutSystems has changed how severity levels are named so they are even easier to follow. Please note that no changes have been made to the Service Level Agreement of each case.

Previous Severity

New Severity

Critical

Urgent

Urgent

High

Normal

Normal

Minor / Low Priority

Low

As you can see, urgent is now the highest level of severity.

New notification for tickets open by unknown requesters

For security reasons, OutSystems will now notify infrastructure administrators whenever cases are open by users who do not have access to the support portal.

Such users can follow the case by email until an administrator grants permanent access to the support portal in the Account Settings area.

Personal environment allowed to open support requests via support portal

Developers using a Personal Environment are encouraged to post in the community forums for development related questions. However, all users can now open a case directly with OutSystems in the Support Portal for issues related with infrastructure.

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