How to Submit a Ticket for Venafi as a Service

Info:

This article describes the information that will be requested when you submit a request for support to Venafi as a Service support (support@venafi.cloud).

Also be sure to check out the Venafi as a Service Documentation for step by step instructions for using or configuring Venafi as a Service: https://docs.venafi.cloud/

Where Do I Submit a Ticket?

The best place for you to submit a ticket will be to support@venafi.cloud. Our automated system will automatically respond to you immediately after submitting the request along with your ticket number. You can correspond with this ticket by responding directly to the email. DO NOT modify the subject of the email. 

Multiple issues are best entered as multiple requests, rather than a single request with multiple issues. This enables the best service and long term tracking of the incidents.

What Information Should I Include?

For all tickets, it is best to identify the following information:

• What exact steps are you taking when the error occurs?
• What URL is displayed in your browser for the page you are on?
• Your customer ID if you have it. This may have been emailed to you previously when you signed up or can be gleaned from Settings | Platform >> Single Sign On page if SSO is enabled. Note the URLs at the bottom of the page for Redirect or SSO Login URL. The GUID after /login/ or /authorization/ is your tenant ID. If you still cannot find it, we can look it up with your registered domain name.
• If performing a task in the browser, include your browser version.
• If performing a task in the browser, generate a HAR file from your browser and attach the file with the email.
• If performing an installation of a VSatellite or VSatellite worker, attach the logs from the log folder. This folder will be in the same directory as the installation file you just ran.
• If performing an installation of a VSatellite or VSatellite worker, identify the version of the operating system being used to host these services.

How to Generate a HAR File

First get into developer tools with your browser. While there is some variation on how to do this, must browsers allow you to jump to developer tools by simply hitting F12 on your keyboard. For Mac systems using Safari, in the menu bar, choose Safari > Preferences, click Advanced, then select "Show Develop menu in menu bar".

1. Once the developer tools are activated, choose Network from the top menu bar.
2. Clear the current entries (click the circle with a line through it).
3. Perform your actions - navigate to your page and perform the steps you describe in the email.
4. When done you will have a list of pages and calls on the Network tab.
5. Right-click on any entry and select Save all as HAR with content.
6. Save the file and attach it to the email.