Submit a Support Request

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1 Introduction

In order for Mendix Support to pick up and process your support request, it is important to provide the right information. This will speed up the processing of your request and minimize back-and-forth communication between you and Mendix Support. The details below are what Mendix Support needs and uses to process an incident ticket.

Before submitting a new Menix Support request, check these resources to make sure your question has not already been answered:

If you cannot find the answer to your question on the Mendix Forum or in the Mendix documentation, you can submit a support request. The Mendix Support Portal will walk you through the ticket creation by asking for relevant information based on the type of request.

3 Submitting a New Request

You can access the Mendix Support Portal at support.mendix.com.

This is the basic information required for a ticket:

To submit a request with Mendix Support, follow these steps:

  1. Click Submit a request in the top-right corner of the portal.
  2. Select an issue from the drop-down menu:

    You can select from the following issues:

    • Request for Information – general questions about Mendix

    • Incident – if your app is down, or you are experiencing another platform issue

    • Standard change: Request New Licensed Node - Please use the Request New App Node app unless you are requesting an SAP Subscription Secret

    • Standard change: Change On-Prem Licensed Node – request a new license key for an existing app (for example, if you have new hardware configuration)

    • Standard change: Offboard Licensed Node – remove a licensed node or app which you no longer need (applies to all platforms)

    • Standard change: Change Mendix Cloud Container Size – all vertical scaling changes for a container which require downtime (for example, changing memory or database size)

    • Standard Change: Change Mendix Cloud File Storage – increase or decrease file storage size

    • Standard change: Change Mendix Cloud URL – change a non-custom Mendix URL (i.e. something.mendixcloud.com)

    • Standard change: Change Company Admin – make an existing Mendix user the company admin (see Company & App Roles for more information)

    • Standard change: Request ATS license – obtain a license to use ATS (see ATS Guide for more information)

    • Standard change: Request APM License – obtain a license to use APM (see APM Guide for more information)

    • Standard change: Reset Google authenticator – reset the Google authenticator, if you are using it for 2FA (for example, if you get a new phone)

    • Standard change – other changes which can be made on the platform, but for which you do not have access

    • Non-Standard change – any other changes not covered by other issues, above

  3. Fill in the fields for the issue type you selected.

There are certain fields that are obligatory. The most important field is the Affected App. You can choose any app to which you have access. You access level is determined by your project role in the Developer Portal. There is always a default company account that you can use to submit general tickets.

Other fields only appear for certain issues, like in this example:

When you enter the subject of the request, the Mendix Support Portal will suggest relevant documentation for you to read before before submitting the request:

If that does not help you solve your issue, you can submit the request.

5 Request Priority

You can select the priority that you feel the request should have. Please note the SLA regulations for this priority (which can be checked online as well).

The priority is based on the combination of impact and urgency.

These are the possible impacts:

  • High – a high priority production issue with a high impact on the customer’s business, impacting (almost) all users
  • Medium – a production issue with intermediate impact on the customer’s business that impacts a group of users
  • Low – a trivial production issue with no impact on the customer’s business

These are the possible urgency levels:

  • High – the operational functionality is severely disrupted
  • Medium – the operational functionality is limited disrupted
  • Low – the operational functionality is hardly disrupted

You can set the priority to the following levels:

  • Critical
  • High
  • Medium
  • Low

The request priority is based on this matrix:

You can add large attachments such as project files to the ticket. Please note that Mendix recommends not attaching any files that contain personal identifiable data, credit card information, or other sensitive data.

Click Submit a request when you’re ready to submit the request:

6 Providing Specifications & Additional Information

Depending on the type of request, providing additional information may be helpful. The scenarios below list what additional information should be provided.

6.1 Cloud Problems & Deployment Issues

  • Log file (.txt)
  • Date and time of the incident

6.2 Team Server Problems & Project Issues

6.3 Studio & Studio Pro Problems

6.4 App Store Content Problems & Module, Widget & Theme Issues

6.5 Mobile Problems

  • Operating system and version (Android x.x or iOS x.x; for example, Android 6.1)

6.6 Browser Problems

  • Operating System (Windows x or iOS x; for example, Windows 10)
  • Browser name and version (Chrome x.x, Firefox x.x, IE x.x, or Safari x.x; for example, Chrome 54.0.2840.99)

7 Overview of Requests

By clicking your name in the top-right side of the screen, you can select My activities and see all the requests that you have submitted as well as all the requests that have been submitted on the apps to which you have access:

When you click Follow for an app, you will be informed of all the changes on requests on that specific app.

8 Viewing & Updating Tickets

From the overview, you can easily open a specific ticket, or you can search for a ticket by using the Search requests option. Once you have opened a ticket, you can add comments to the ticket assignee or add new attachments.

The ticket can have the following statuses:

  • Open – the ticket is in the Mendix Support department
  • Pending – the ticket is awaiting your reply
    • You will receive one reminder email before the Mendix Support Portal automatically closes the ticket
    • If you reply, the ticket will be automatically set to Open again
  • On-hold – the ticket has been forwarded to the Mendix second-line support
    • You will be informed on the R&D status and the planned version once a response has been received from the second-line
  • Solved – the ticket has been solved
    • If you reply, the ticket will be automatically opened again
    • You can close the ticket yourself by checking the box Please consider this request solved
    • The ticket will be closed for comments automatically after a set number of days, after which you can a follow-up ticket

9 Submitting a Feature Request

On the Mendix Idea Forum, Mendix captures ideas and requests from customers and developers in the Mendix community. Each quarter, this forum is treated as a short-list of the top features that the Mendix community supports via topics with the most upvotes.

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