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Armor Support

To fully use this screen, you must have the following permissions added to your account:

  • Read Ticket(s)

  • Read Ticket Group(s)

  • Write Ticket Group(s)

If your Support and Ticketing is provided by an Armor Partner, you may not have access to Support and Ticketing screens and information in the Armor Management Portal (AMP). If you are unsure how your Support experience is managed, please see your service provider.


Within the Armor Management Portal (AMP), the Armor Ticketing System (ATS) allows you to easily create and review support tickets, and manage ticket notifications. To learn more about managing ticket notifications, see Organizations.

Create A Support Ticket

  1. In the Armor Management Portal (AMP), in the left-side navigation, click Support. 

  2. Click Tickets. 

  3. Click Create A Ticket. 

    • A new tab will appear in your web browser.

In the top right corner of the Armor Ticketing System screen, click the Open AMP button to easily return to your AMP account. A new tab will appear in your web browser.

  1. On the Armor Ticketing System screen, review the categories for ticket request types. These request types are used internally to automatically route your ticket to the appropriate department for a more efficient response. 

Request Types

Scenario

Request Types

Support for Urgent Issues

  • Outage – report an outage

  • Performance Issue – report device performance or degradation issue

  • General Incident – report an unlisted incident

  • Potential Security Incident – report a potential security issue

Common Requests

  • Armor Services – Armor agent services, logging, monitoring, etc.

  • VPN – VPN inquiries

  • Armor Portal – AMP inquiries and requests

  • L2L Tunnels

  • WAF – WAF exceptions and requests

  • Firewall – inquiries on self-service firewall rules

  • SSL Certificate

Other Requests

  • Backup Service – backup services request

  • Disaster Recovery Service

  • DNS – add/configure DNS records

  • Encryption Service – encryption service request

  • Load Balancer – load balancer appliance request

  • OS Patching/Updates – request for OS patching and updates

  • Vulnerability Scanning – vulnerability scanning services

  • Recurring Issue – report a recurring or periodically repeating problem

  • Professional Services – Request a statement of work for out of scope services.

Account Requests

  • Access & Users – request for access and user management

  • Billing/Invoices – general billing or invoice request

  • Compliance – compliance or audit requests

  • Legal/TOS/SLA – legal inquiries

  • Account Cancellation – cancel an Armor account.

  1. In Account, select the AMP account that relates to the ticket. 

  2. Complete the missing fields.

    1. In Summary, enter a very brief description. You can only enter a maximum of 255 characters. 

    2. In Description, enter useful details that can help Armor quickly troubleshoot the problem. For example, consider the following questions: 

      • What is the specific issue? 

      • What are the steps to reproduce the issue? 

      • What is the level of business impact? 

      • Are there additional contacts that should be notified? 

      • Have there been any troubleshooting steps already performed? 

      • Are there any error messages or screenshots to share?

    3. If applicable, in Device, enter the name of the affected virtual machine. 

  3. If applicable, add any screenshots to help explain the issue.  

  4. Click Create.

    • After you create the ticket, you will receive updates on the ticket via an email notification.

You can easily review the details and status of your existing ticket by clicking the View Request link provided within the email notifications that are generated from the ticketing system.

  1. (Optional) After you create a ticket, you can add additional users or organizations to the ticket.

    1. On the ticket detail screen, in the right-side menu, click Share.

    2. Type the name of the user or the user’s email address. To share with a specific organization, type the account name, and then select the desired organization (Admin, Billing, Technical, or Security). The ticket can be shared with multiple organizations.

    3. Click Share.

  2. (Optional) To view the status of this newly created ticket, in the Tickets screen, click View Existing Tickets.

View An Existing Support Ticket

  1. In the Armor Management Portal (AMP), in the left-side navigation, click Support.

  2. Click Tickets.

  3. Click View Existing Tickets.

    1. A new tab will appear in your web browser.

    2. All of your support tickets that are stored in the new ticketing platform will display.

    3. Filter by Status, Requester, or Request Type.

      Click the Open AMP button provided in the top right corner of the screen, to easily return to your AMP account. A new tab will appear in your web browser.

Column

Description

Reference

This column displays the number of the ticket.

Summary

This column displays a high-level description of the issue.

Service Desk

By default, this column displays Armor Ticketing System.

Status

This column displays the status of the ticket.

  1. New indicates that the ticket has been created, and is waiting to be reviewed by Armor Support.

  2. Open indicates that the ticket has been reviewed, and is ready to be worked on by Armor Support.

  3. In Progress indicates that the ticket has been assigned, and is being worked on by Armor Support.

  4. Pending Customer indicates that Armor Support is awaiting information or feedback from the customer.

  5. Customer Responded indicates that the customer has provided Armor Support with the requested information by responding within the Comment area of the ticket.

  6. Completed indicates that the issue has been resolved by Armor Support.

  7. Closed indicates that the issue has been resolved by Armor Support.

    1. The system will auto-update the ticket to Closed after it has been in Completed status for 7 days.

    2. Once a ticket has moved to Closed status, it cannot be modified or reopened by Armor Support.

Requestor

This column displays the name of the individual who created the ticket.

  1. Locate and select the desired ticket.

You can also easily review the ticket details and status by clicking the View Request link provided within the email notifications that are generated from the ticketing system.

Export Ticket Data

You can export the data for Archived Tickets and Organizations.

  1. In the Armor Management Portal (AMP), in the left-side navigation, click Tickets.

  2. Click Organizations or Archived Tickets.

  3. Below the table, click CSV.

    • You have the option to export all the data (All) or only the data that appears on the current screen (Current Set).

Troubleshooting

If you do not see any tickets in the Tickets screen, consider that:

  • A ticket was never created in this account.

  • You do not have permission to view a ticket.

    • You must have the Read Ticket(s), Read Ticket Group(s), and Write Ticket Group(s) permissions enabled to view and create tickets. Contact your account administrator to enable this permission. To learn how to update your permissions, see Roles and Permissions.

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