A good ticket answers these questions:
- What were you trying to do? Name the feature or the guide you were following. The Contact support button on an article attaches the article for you.
- What happened instead? Copy the exact error text, including any numeric codes.
- Which versions are involved? The Applicare version, the operating system, and the application platform being monitored (for example .NET, Java, Docker or Kubernetes).
- What changed recently? Upgrades, new hosts, network or firewall changes.
- How urgent is it? Choose Urgent only when production is affected.
- Screenshots or logs. Attach them rather than pasting long output, and check them for passwords, tokens and keys first.
Warning
Never include passwords, API tokens, private keys or personal data in a ticket, an attachment or an exported bundle.