Create a support conversation

Create a support conversation in the Rencore Support Portal when you need help from the support team. Give as much detail as you can, so the team can start work straight away.

Before you begin

• A Support Portal account. It is separate from your Rencore Governance sign-in and does not depend on your Rencore role. See Create a Support Portal account.

Steps

1. Go to the Rencore Support Portal at support.rencore.com and click Login.
2. Enter your registered email and password, then click Login.
3. Click Submit a ticket.
4. Enter the Subject: a summary of the ticket with a suffix such as Bug, Issue, Query or Feature.
5. Select the Service the conversation is about.
6. Select the Customer Impact, the impact on your operations:
   • Informational: a general question or feature request, no impact.
   • Low: a minor issue or a non-critical function is affected. Work can continue normally.
   • Medium: significant functionality is impaired. Work can continue with restrictions and additional effort.
   • High: critical disruption. Key features are unavailable or the service cannot be reached.
7. Enter the Description, with as many details as possible:
   • For an issue: describe the issue, what you expected compared to what happened, the steps you took before the problem, and any errors shown (especially the Correlation ID), screenshots or screen recordings.
   • For a feature request: summarize the feature you need, and give a use case that explains why you need it and what problem it solves.
8. Submit the ticket.