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.
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
Enter your Jira ticket number in the Short Description field
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.