Lochana Durgada Vijayakumar (Lochan_DV)
Lead Technical Documentation Specialist
Pegasystems Inc.
Lochan_DV Member since 2015 96 posts
Posted: February 1, 2017
Last activity: February 4, 2019
Posted: 1 Feb 2017 10:37 EST
Last activity: 4 Feb 2019 14:23 EST

My Support Portal explained for Pega Robotic Automation (formerly OpenSpan)

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

Question? Ask them on our Product Support Community (PSC) on PDN! Click here to connect with other users, search for information and ask your question. Ensure to select the Topic Category that’s related to Robotics while creating your post to ensure that you receive fast answers. Refer FAQs for Pega Robotics (OpenSpan) Community Members

Pega Knowledge Base: Search for information on PDN

Software download? Create a Support Request (SR) with Request Type as Media Request

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

NOTE: How-to and design related questions must be raised on the Product Support Community. You must not create an SR for these types of questions.

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 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
  4. Click Submit

Do check out this blog post that tells you all the details on Opening a Support Request.

NOTE: You can no longer create support tickets through email. Refer the Pega Customer Support Handbook to know more.

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 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 OpenSpan?

All OpenSpan tickets, open and closed, are migrated to Pega Support.

How do I access the tickets I have raised with OpenSpan?

  1. Navigate to My Support Portal – https://pdn.pega.com/support/my-support-portal
  2. Enter your 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.

Where do I find the OpenSpan Knowledge base?

OpenSpan documents are available on PDN. Click Pega Robotic Automation and Pega Workforce Intelligence to get to them directly.

Issues related to this Migration?

Please contact the Pega Robotics Support team by sending an email to: RoboticsSupport@pega.com

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