+3Dear Team,
We would like to know how to raise a support ticket for a general query that is not related to any backup failure.
We attempted to create a ticket; however, the portal requires the Job ID and Error Code fields to be filled in, which are not available for general queries or configuration-related questions.
Could you please advise on the correct procedure for raising a ticket in such cases?
Thank you for your assistance.
Hi
Yes, you would need to provide a job ID in order to proceed further with the case creation. If you need a query that needs to be answered, instead of raising a support case, Could you post it here so that we can assist you?
Regards,
Kalaivanan.
+3Hi
Thank you for the clarification.
Our query is not related to a specific backup job, failure, or error condition; rather, we are seeking guidance on the process for submitting general support inquiries that may arise in the future.
As such cases may not have an associated Job ID or error code, we would appreciate it if you could advise on the appropriate method for raising and tracking these requests. If general inquiries are intended to be handled through this channel rather than via a support case, kindly confirm so that we can follow the recommended process going forward.
We appreciate your assistance and look forward to your guidance.
+2Hi
As a Commvault partner engineer I might not have the same ticket creation screen but in the past I just entered job ID 1 and added the detail that it was not associated to a job in the issue description.
This was no problem in the past and may work for you.
Kind regards,
Paul
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