Prepare Your App for Support

Last modified: December 2, 2024

Introduction

In the Mendix Support Portal, users can select an affected app for a submitted request. The apps that can be selected are based on the app authorization of the user (regardless of their organization). Users that have an Edit permission for Deploy or Capture are able to submit and view tickets for that app.

Mendix Support needs to know the app identification for on-premises apps so it can show the correct apps. Therefore, Mendix asks that on-premises users provide the App ID of their apps. Please invite all the Team members who should be able to submit tickets and provide them with the specified role, then contact Mendix Support with the app information.

The steps in this how-to should be done for every new app that is created if you want to be able to submit ticket requests in the Mendix Support Portal. Setting this up as a standard process when creating a new Mendix application is recommended.

Giving Team Members Access to Submit Tickets

There are two ways to give team members access to submit tickets: by assigning the correct role to a user when adding them as a team member, or by changing the role of existing team members.

Giving a New Team Member Access

To add users to an app’s team and give them access to submit tickets for a specific app, follow these steps:

  1. Open your app in Apps.

  2. Go to the Team page.

  3. Click Invite Member to invite the users who should be able to submit/view Support tickets concerning this app.

  4. Assign one of the following roles to users you want to give access to creating tickets for the app:

    • Business Engineer
    • Product Owner
    • Scrum Master

    These roles have an Edit permission set for Deploy or Capture, thus they can submit/view Support tickets for the app. For more details on setting permissions, see the Managing the Team section of Team.

  5. To finalize the setup, email support@mendix.com with the App name and Project ID (both of which can be found on the General page for the app).

Giving Existing Team Members Access

To give existing app members access to submit tickets, follow these steps:

  1. Open your app in Apps.

  2. Go to the Security page.

  3. Change the ROLE for the user who needs access to one of the following:

    • Business Engineer
    • Product Owner
    • Scrum Master

    You can also click Role settings to create your own roles and customize the permissions for existing roles. For more information, see the Team Roles section of App Roles.

  4. To finalize the setup, email support@mendix.com with the App name and App ID.

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