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Kip Jackson (KipJackson_GCS)
Principal Software Solutions Engineer
Pegasystems Inc.
KipJackson_GCS Member since 2011 2 posts
Posted: June 26, 2017
Last activity: February 4, 2019

My Support Portal explained for Pega AMP (formerly Antenna)

Antenna Support ticketing is now merged with Pega Support!! Find out how Support at Pega works by reading through this blog.

Product or Cloud Service Issue? Create an SR using My Support Portal (MSP) on PDN!

Cannot find the answer to your query or issue after searching on the PDN?

Here’s how you create a Support Request:

  1. Hover over the Support tab or click on Support that’s on top of the PDN page > Click Pega Support
  2. Click My Support Portal that’s listed on the right pane. Here’s the direct URL: https://pdn.pega.com/support/my-support-portal
  3. Click Create and fill in the details

For Pega AMP related support, also follow these steps:

  • When creating a Support Request, customers have the option of selecting Cloud Service as a Service Type if the account has cloud services OR Product Support.

Product Support Service Type

  • If Product Support is the Service Type, for AMP support select Product Defect.

  • For Symptom select System Behavior Incorrect

  • For the Product, simply type in “amp” and you will then be able to select the Product with the corresponding Product Version.

    Cloud Service Service Type

  • If Cloud Service is the Service Type, for AMP support select Service Request, Request for Information or Incident.

  1. After filling in the remainder of the SR details, click Submit

Do check out this blog post that tells you all the details on Opening a Support Request. Please note, this blog post/video is not specific to the Pega AMP SR workflow which is detailed above. If you have any questions related to opening a Pega AMP Support Request, please contact the Pega AMP Support team by sending an email to: AMP-CustomerSupport@pega.com

NOTE: Refer to the Pega Customer Support Handbook to learn more about our support offerings.

Below are some FAQs we have anticipated and worked to address them right here for you!

How do I report high priority issues?

For any severity 1 issues such as, production system down or inaccessible, you must call the Pega Support Hotline to report it. Please refer to the Support Contact Information for the hotline numbers.

For other severity issues, you can select the priority while creating the SR.

Learn about Pega Global Customer Support here: Pega Customer Support Handbook

How do I add and remove Support Contacts on My Support Portal?

The below link takes you to the blog that describes how to use My Support Portal to administer Support Contacts.

Support Guide: Support Contact Administration

What about my existing support tickets with Antenna?

All closed Antenna tickets have been migrated to Pega Support.

How do I access the tickets I have raised with Antenna using the Jira Support tool?

  1. Navigate to My Support Portal – https://pdn.pega.com/support/my-support-portal
  2. Enter your Jira ticket number in the Short Description field
  3. Click Filter

How do I Reopen tickets in case I need further help on any of my existing tickets?

The option to reopen an existing support ticket is currently unavailable. Instead, open a new SR on My Support Portal mentioning the older SR number so that the engineer handling the SR can link them for you.

Issues related to this Migration?

Please contact the Pega AMP Support team by sending an email to: AMP-CustomerSupport@pega.com

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This post has been archived for educational purposes. Contents and links will no longer be updated. If you have the same/similar question, please write a new post.

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