Introducing Service Requests and Change Requests for the Support Portal

In our latest update to the WSO2 support portal, we’ve introduced two important new features: Service Requests and Change Requests. These are designed specifically for Managed Deployment based accounts and replace the previous Hosting tasks and Hosting query type cases, offering a more streamlined and efficient way to manage your support needs.

Watch the video below for a demonstration of these features and to understand how they can enhance your experience with the managed deployment based requests.

Overview of Features

• Service Requests: Use this feature to request information or changes to existing managed deployments. Whether you need specific logs, configuration details, or minor modifications to WSO2 products or infrastructure, Service Requests cover it all.
• Change Requests: For more significant changes, such as modifying server settings or upgrading service features, Change Requests are your go-to. Multiple Change Requests can be linked to a single Service Request, allowing you to track the progress of ongoing changes seamlessly.

Improved User Experience

The new catalog system in the support portal simplifies the request process. Instead of deciding between different types of hosting cases, the catalog now automatically classifies your requests, ensuring they are routed correctly for faster resolution. This automation reduces processing times, enhances efficiency, and improves your overall support experience.

Getting Started

Accessing these new features is simple. Log in to the updated support portal, navigate the new catalog, and choose the appropriate request type. We’ve also provided a high-level guide in the video above to assist you, and our support team is always available for further help.

Conclusion

These new Service Requests and Change Requests are part of our ongoing effort to enhance your support experience with WSO2. We believe these changes will make managing your deployments easier and more efficient. We’re eager for you to try these new features and welcome your feedback.

For any questions or support, feel free to reach out to us at [email protected].