> For the complete documentation index, see [llms.txt](https://docs.wem.io/platform/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.wem.io/platform/gettingstarted/mywem-portal/mywem-support.md). # WEM Support All support issues and questions, as well as feature requests can be addressed through My Support. You can create new support tickets, get an overview of the tickets you have submitted or see the details of an existing ticket. The **WEM Support Portal** at [support.wem.io](https://support.wem.io/) is where you report problems with the WEM platform, ask questions about it and request features. Tickets you submit are handled by WEM Support, and you follow their progress in the portal. Use the Support Portal for anything specific to your own projects: unexpected behaviour, error messages, network issues, feature requests and a License Keys. Use the [Forum](https://forum.wem.io/) for generic questions, modelling advice and discussion, where other builders can answer and the answer stays available to everyone. Access to tickets follows the account you are linked to. WEM Support sees every ticket. A partner sees its own tickets and those of the accounts it manages. Any other account sees only its own tickets. {% hint style="info" %} The portal is optimized for larger screens at 80–100% zoom. On smaller screens some columns are hidden and the layout is not guaranteed to display correctly. {% endhint %} {% hint style="warning" %} Support staff cannot access your project. If a ticket requires investigation in the Modeler, you must grant access explicitly. [Allow Support Access](/platform/gettingstarted/mywem-portal/allow-support-access.md) {% endhint %} ## Home Home gives you a quick view of your tickets, the tickets of your company and of the accounts you manage. * **My Tickets** — the tickets that are waiting for action from you, together with overall statistics on your tickets. * **Account Tickets** — all tickets tied directly to your account, including those created by colleagues. * **Managed Accounts** — the accounts you manage and the state of their tickets. You can change which page you land on after login in your personal preferences. By default this is Home, but you can also start on the Tickets or Accounts page. ## Tickets ### Views | Tab | Contents | | ------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Groups | All tickets you have access to, grouped by status. Click a group name to expand it. | | List | The same tickets as a flat list. With a filter applied, an export option appears at the top right, next to the number of results, to export the list to Excel. | | My Tickets | The full list of tickets you own, as creator or as additional ticket owner, with the filters available. Shown alongside a WEM Support section. | | MyWEM tickets | Read-only tickets from the previous support portal that are still active. The tab disappears once you have none left. | Tickets are grouped under five headings. **Assigned / In progress** and **Need more info / Resolved** each combine two statuses into one group for this view. | Group | Meaning | | ------------------------- | ---------------------------------------------------------------------------- | | New | Submitted, not yet picked up. | | Assigned / In progress | Picked up by WEM Support, or actively being worked on. | | Need more info / Resolved | Waiting on information from you, or resolved and awaiting your confirmation. | | On hold | Parked, for example pending a release or a third party response. | | Closed | Finished. | ### Pinned tickets Pin a ticket to keep it at the top of the page regardless of the filter or sort in use, and unpin it when you no longer need it. You can set the size of the pinned ticket block in your personal preferences. ### Filters The filter panel sits to the left of the ticket list. Hide it with the icon at its top-left corner and show it again with the filter icon; clear all values with the icon at its top-right. Click **More** to show the remaining filter options. ### Personal filters A personal filter stores a filter configuration on your user. It is visible only to you, and you can delete it when you no longer need it. * Save the current configuration with **+ Personal Filter**. * Set a filter as default to have it applied when the page loads. The control directly below the selected filter sets or unsets the default. * Selecting a filter and then changing its settings lets you save the result as a new personal filter. Personal filters are also listed in your personal preferences. ## Creating a ticket The **Ticket Creation Wizard** guides you through a new ticket in steps. Basic Info, Project Details, Description and Attachments apply to every ticket; a Severity step is added for the types where impact has to be assessed and a License Key step for the License Key topic. Move through the wizard with **Next** and **Previous**, and leave it with **Cancel**. You can submit from the Description step onwards, so Attachments is optional. ### Basic Info Account, Type and Topic are required. Type and Topic together determine which steps and fields follow. * **Account** — the account the ticket is created for. If your account manages other accounts, select the one the ticket is meant for, so the right people can see it and follow its progress. * **Type** — what kind of ticket this is. See the list below for each option. * **Topic** — the part of the platform the ticket is about. See the list below for each option. * **Additional Ticket Owner** (optional) — a second owner with the same rights to the ticket as you have as its creator. Useful when you are away and someone else needs to respond to updates. Not assigned by default, and can be added or changed at any time. **Type** * **Question** — you want to know how something works, or whether something is possible. * **Unexpected behaviour** — the platform does something other than what you expect, without returning an error. * **Error message** — the platform returns an error. [#error-messages](#error-messages "mention") * **Feature request** — you need something the platform does not do yet. * **Network issue** — you have availability, connectivity or performance problems. * **WEM Care+** — you want to use a consult or an expert session under a WEM Care+ agreement. {% hint style="info" %} WEM Care+ is shown to everyone, but only applies if your organization has a WEM Care+ agreement. Use one of the other types for regular support. Contact your account representative or WEM contact for more information about WEM Care+ and which topic to use when making a WEM Care+ request. {% endhint %} **Topic** * **Runtime (Staging/Live)** — published applications running on a staging or live environment. For example when you or a user run into an error 500 page. * **Modeler (project development)** — building and configuring projects in the Modeler. For issues that come up while working in the Modeler itself. * **License Key (required for publish)** — for license key requests, or issues with your license key. [#license-key](#license-key "mention") * **Native Mobile (iOS/Android)** — issues related to native mobile apps built with WEM. * **WEM Portals (MyWEM, Support, Forum, DevOps)** — tickets about the WEM portals themselves. * **Other** — anything that does not fit the topics above. ### Project Details Project Details identifies the project the ticket is about. Enter the **Hostname**, partial or full, to fetch the Workspace, Project and Portal, or select them yourself. Clear any of the three individually to correct them. You can only select workspaces, projects and portals your account has access to, so you cannot raise a ticket for a project you have no access to. | Field | Description | | --------- | --------------------------------------------------------------- | | Hostname | The hostname of the portal the ticket is about. | | Workspace | The name of the workspace the project belongs to. | | Project | The project, by name or by id in the number field on the right. | | Portal | The portal within that project, with its id on the right. | Filling these in lets Support reach the right project without having to ask. ### **License Key** Choosing the **License Key** topic adds a License Key step after Project Details, where you give the details needed to issue or renew a key. * **Country** (required) — the country your organization operates from. * **Contact Phone number** (required) — a number Support or a Partner Manager can reach you on. * **Company Name** — taken from your account. * **Partner Name**: the partner that manages your account, taken from your account. * **Workspace** (required) — the workspace the key is for. * **Business Information** (required) — if you do not have a partnership with WEM or one of its partners yet, describe your type of business, your business contact details and what you want to achieve with WEM, so the right licensing option and partner can be found for you. On the Description step that follows, the **Subject** and **Description** are filled in for you from what you entered here. The Description holds your contact, company and workspace details, and you add your own comments to it. ### Severity The Severity step appears for Unexpected behaviour, Error message, Network issue and WEM Care+. Every ticket starts at Requested Severity **Regular**. To request Medium, High or Critical, answer the assessment questions as accurately as you can; your answers are used to determine the requested severity. The questions are optional, but the more you answer, the better the assessment. The **final severity** is assigned by WEM Support, based on the assessment and the rest of the ticket. Support can also assign **Info**, which cannot be requested. ### Description | Field | Required | Description | | ------------------ | :------: | ----------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Subject | ☑️ | A short summary of the ticket's main issue. | | Description | ☑️ | What you expected to happen, what happened instead, and any context leading up to the issue. This is a rich text field that supports formatting, links and lists. | | Node Id | | The id of the flowchart node involved. | | Steps to reproduce | ☑️ | The steps that lead to the problem, in order. | Support staff do not know how your application works, so describe any context or specifics needed to arrive at the same situation, and do not assume they have an account they can use in your app or know where to find a specific option. Be thorough but concise; precise steps that stay concise help Support reach an answer faster. {% hint style="info" %} To help Support staff handle your ticket better and faster, please provide as much relevant information as possible. Particularly the node id will enable Support to quickly find the specific situation. The node id can be found in the flowchart editor, in the top-right corner, when a specific node is selected and its properties are displayed. {% endhint %}

Where to find the Node ID: select node on flowchart and look in the top-right corner

Depending on the type and topic you selected, additional fields can appear on this step. ### **Error messages** An **Error message** ticket on the Runtime (Staging/Live) or WEM Portals topic asks for the error token instead of a plain description. The Description field is replaced by **Error Message**, which serves the same purpose, and an **Error Token** field is added above the Subject. A 500 Internal Server Error page shows an error token. Copy it, paste it into **Error Token**, and click **Get Error Details** to fill in the Subject and Error Message for you. Tokens that start with a three-letter prefix and a dash, such as `sys-` or `wem-`, come from the Kubernetes Runtime and cannot be fetched automatically. If you have access to the Runtime DevOps Dashboard, look the details up there and paste them in yourself. Fill in the Steps to reproduce yourself in both cases. Support does not know your project, so the fetched error details alone are rarely enough to re-create the problem. ### Attachments Attachments are optional, but a screenshot of the error or of the screen you are describing usually saves a round of questions. Click **Add Attachment** to open the attachment overlay: * **File** — browse to the file you want to add. Any file type is accepted. * **Short Description** — what the file shows, so Support knows what it is looking at. **Save** adds the attachment to the ticket, and you can repeat this for as many files as you need. Finish the ticket with **Submit Ticket**. ## Following up on a ticket Open a ticket from any of the ticket lists to see its detail page. The header shows the ticket id and subject, with the current severity above it; **Back** returns you to the list you came from. The **Description** and **Steps to reproduce** you entered when creating the ticket are shown at the top of the page. When the Support team needs something from you, a banner appears at the top of the ticket. If more information has been requested, the questions are in the history notes and you answer them with **Add Note**. ### History and attachments **History** lists every note on the ticket by date and user, and can be sorted on that column. Alongside the notes written by you and by Support, the history records what happened to the ticket automatically: its creation, status changes, severity assignments and assignment to a Support user. A note that was changed after posting says so. Two controls sit above the history on the right: * **Conversation view** switches the history to a messaging conversation-style presentation. * **Hide Auto-Notes** leaves only the notes written by people. You can set how notes are presented by default in your personal preferences. **Attachments** holds the files on the ticket, with a count in the tab label. ### Actions The **Actions** panel presents the actions that apply to the ticket: * **Edit Ticket** — change the ticket details, type, steps and severity questionnaire. * **Add Note** — add information to the ticket, and answer questions from Support. * **Accept or decline resolution** — appears once Support proposes a resolution. Accept the proposed solution and close the ticket, or decline it and reopen the ticket with a note explaining why. * **Manage Support Access** — appears once Support has asked for access to your project. * **Add Additional Ticket Owner** — add an additional ticket owner to the ticket, or make yourself the additional owner and someone else the primary owner. Which actions are available depends on the state the ticket is in, so the panel changes as the ticket moves through its journey. {% hint style="info" %} **Manage Support Access** only records whether access has been arranged. It does not grant or withdraw access itself — you still have to do that in the Modeler. {% endhint %} ### Ticket Info The state of the ticket at a glance: the **Account** it belongs to, who **created** it, the **date submitted**, the current **Status**, the Support user it is **assigned to**, and its **Type** and **Topic**. ### Project Info The project details captured when the ticket was created: **Node ID**, **Hostname**, **Workspace**, **Project** and **Portal**. Fields left empty at creation are shown as a dash. ### Severity Two severity values are shown, with the answers given to the assessment questions underneath them. * **Requested** — the severity that follows from your answers to the assessment questions. * **Assigned (Final)** — the severity WEM Support works to. This is the one that counts. ## Accounts Every party in the portal is an account, including WEM itself. Accounts are arranged in levels, and all of them ultimately fall under WEM. * **WEM** is the top-level account. Every other account is managed by WEM in the end. * A **partner** is an account that manages accounts of its own — typically its clients, who can have their own WEM users. * An account with no partner above it is managed by WEM directly. The Accounts page lists the accounts you have access to, showing who manages each one and whether it holds a license. A partner sees the **Partners** and **Accounts** tabs. Selecting a name opens the overviews below. {% hint style="warning" %} Account information comes directly from the Partner Portal. If anything is incorrect or out of date, contact your partner or your WEM contact to have it updated. [Partner Portal](/platform/gettingstarted/partner-portal.md) {% endhint %} ### General info The panel beside the tabs holds the account's **Type**, **Email**, **Phone No.** and **Address**. Use the edit icon to change them. ### Dashboard Reporting on the tickets linked to the account. At the top, **Tickets - Current Status** counts the tickets that need attention right now: **Need More Info**, **Resolved - Awaiting Confirmation** and **WEM Support**. Everything below that follows the period you select — this month, last month, this quarter, last quarter, this half year, last half year, this year or last year. You can set which period is used by default in your personal preferences. * **Tickets Submitted** — the tickets from the period broken down by severity, type and topic. * **Trend - Severity** — tickets over time, split by severity level. * **SLA Compliance** — first response time and time to resolve, per severity level. ### Email Notifications Your own preferences under My profile cover the tickets you created or are the additional owner of. The preferences here cover the account: they let other users be notified about the progress of every ticket for this account. Those users can belong to this account or to any account above it in the management hierarchy. {% hint style="info" %} If a user in the list also created the ticket, the preferences on their own **My profile** page take precedence. {% endhint %} Notifications are set per user and per severity level, so someone can follow Critical tickets closely and hear nothing about Regular ones. Choose one or more checkpoints in the ticket journey for each combination: | Checkpoint | Sends an email when | | ------------------------------------------- | ------------------------------------------------ | | 01 - Ticket submitted | The ticket is created. | | 02 - All updates to ticket | Anything happens. Includes checkpoints 03 to 06. | | 03 - First time response | Support responds for the first time. | | 04 - Only all updates made by Support team | Support updates the ticket. | | 05 - Only updates related to status change | The status changes. | | 06 - Only updates made to ticket attributes | The topic, type or severity changes. | **Update Preferences** opens the Ticket Journey Notifications overlay, where you manage the list in two steps. Under **Users**, add the people to be notified. Select existing users of the account, or add an unknown user — an address without a WEM user account, such as a distribution list that shares ticket information with external contacts. **Show notification preferences for users** expands the list so you can set the checkpoints per user and severity, and the bin icon removes someone from it. Under **Bulk Preferences**, **Configure bulk preferences** applies one set of preferences to several users at once. Skip this step if you set everyone individually. **Save** applies the changes. ## Users & Other Details The users linked to the account, with their **Name**, **Login name**, **User role** and **Status**. Inactive users are hidden by default; **Show inactive users** switches the list to show them instead. User status is not updated automatically when someone leaves your organization, so they stay selectable in lists of values until someone sets them to inactive. ### Personal preferences Open your personal preferences from your name in the top-right corner, under **My profile**. ### Ticket journey notifications You receive no email notifications until you set your preferences here. * Select **01 - Ticket submitted** together with **02 - All updates to ticket** to be notified at every checkpoint in the ticket's journey. * Select individual checkpoints instead to be notified only at those points. * Preferences are set separately per severity level. The checkpoints are the same ones described under Accounts. [#email-notifications](#email-notifications "mention") These preferences apply only to tickets you own as creator or additional ticket owner. For anything else, use the email notifications on the account. ### Portal preferences | Preference | Description | | ----------------- | -------------------------------------------------------------------------------------------------- | | Landing page | The page you start on after login. | | Account dashboard | The default period for the metrics on the account detail page. | | Tickets | Your default tab, font size, pinned ticket size and the default presentation of the history notes. | ### Your personal filters An overview of the personal filters you have defined. Click one to see its details in an overlay. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation by asking a question. Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters: ``` GET https://docs.wem.io/platform/gettingstarted/mywem-portal/mywem-support.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.