Process for Submitting DX Support Tickets

Overview

This article outlines the correct procedure for submitting support tickets for DX-related issues, including how customers can log issues, upload logs, and engage with the Jama support team for troubleshooting.

1. How Should Customers Report DX Issues?

✔ Customers should submit a support ticket via the Jama Support Portal.
✔ Logs should be attached to the ticket to help the support team diagnose the issue.
✔ The support team is now handling all DX-related tickets directly.

Steps for Submitting a DX Support Ticket:

1. Go to the Jama Support Portal:
   🔗 Jama Support Portal

2. Create a new support request: Go To "Need Advanced Help?" Then Select Data Exchange (DX) Support

3. Provide detailed information about the issue, including:

   • DX version number

   • Error messages or logs

   • Steps to reproduce the issue

   • Expected vs. actual behavior

4. Upload the relevant DX log files.

5. Submit the ticket and await response from the support team.

2. Best Practices for Faster Resolution

✅ Ensure logs are attached to the ticket before submission.
✅ Include screenshots of errors to help the support team understand the issue.
✅ If the issue is intermittent, provide timestamps when the error occurred.
✅ If DX was recently updated, mention the prior version number to help with troubleshooting.

3. Conclusion

• DX support tickets should be logged through the Jama Support Portal.

• Attaching logs and detailed issue descriptions will speed up resolution.

• The support team is responsible for all DX-related inquiries.