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Adobe Commerce Help Center User Guide

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Learn how to submit a support ticket to the Adobe Commerce Help Center, provide shared access to accounts, and navigate the Adobe Commerce Knowledge Base.

Major Update: July 17, 2020

WHAT IS ADOBE COMMERCE HELP CENTER?

KNOWLEDGE BASE

SUPPORT TICKETS

SHARED ACCESS: GRANT PRIVILEGES FOR OTHER USERS TO ACCESS YOUR ACCOUNT

WHAT IS ADOBE COMMERCE HELP CENTER?

Welcome to Adobe Commerce Help Center! We are here to help solve your Adobe Commerce issues quickly and efficiently.

Adobe Commerce Help Center is the Knowledge Base and the Ticketing System. This document shows how to use both of them.

KNOWLEDGE BASE

When you access the Help Center, you first get to the Adobe Commerce Knowledge Base.

What is Knowledge Base?

The Adobe Commerce Support Knowledge Base is a collection of articles based on the support tickets that Adobe Commerce Customers or Partners submit.

Every Knowledge Base article covers a real-life issue or question and may be viewed as a reply to a submitted support ticket helping others to solve a similar problem.

Knowledge Base does not replace DevDocs or User Guide

The information in the Knowledge Base is designed as complementary to DevDocs, the User Guide, and other Adobe Commerce publications, and only covers troubleshooting, best practices, hosts announcements, answers FAQ's, or highlights specific scenarios that have not been mentioned (for any reason) in the official documentation.

Search for articles

You don't need to be logged in to the Adobe Commerce Help Center to search for articles in the Adobe Commerce Knowledge Base.

To search for articles, follow these steps:

  1. Go to the Knowledge Base landing page at https://support.magento.com/hc/en-us.
  2. In the Search field, start entering the keywords that an article should have. For example, Redis, error, configuration management, etc. Search_Field_New_Inset_Image_1.jpg
  3. The top article suggestions are displayed below the Search field.
  4. Select an article from the list and click it. Select_An_Article_Image_1.jpg
  5. If you want the results of your search to be displayed on a new page:
    • Do not select an article from the suggestion list
    • After typing your search query, press Enter on your keyboard Search_Results_Image.png

The search is not limited to the article title but also includes the article text; the most relevant matches are displayed first.

You can also select the article Tags on the bottom-left of the Search results page to select articles with those specific word tags that you are searching for.

You can search for articles using the Search field on any page of the Knowledge Base.

All articles in the Knowledge Base are grouped into Categories. They are:

  • Announcements: articles with timely news and helpful information.
  • Best Practices: articles with recommended techniques and procedures that are prescribed as most effective.
  • Troubleshooting: articles that show how to solve a particular issue. For example, if you cannot perform an operation because of an error message, this is where you might find the solution.
  • How To: articles with detailed steps on how to perform a particular operation.
  • FAQ: answers to the most common, frequently asked questions.

To find articles through navigating the categories, follow these steps:

  1. Go to the Knowledge Base landing page at https://support.magento.com/hc/en-us.
  2. Click a category.
  3. The list of all articles in that category is displayed. Browse through the articles, find the one you need, then click it.

Rate articles

You may help us improve our articles by letting us know your opinion. At the bottom of every article, click Yes or No to answer the question Was this article helpful?

Please vote, your opinion matters!

SUPPORT TICKETS

Adobe Commerce Ticketing System allows working with support tickets to address the particular issues you are experiencing while working with Adobe Commerce — for all Adobe Commerce products.

LOG IN TO HELP CENTER

Logging in allows you to work with support tickets. You can still access all articles in the Adobe Commerce Knowledge Base without logging in.

To log in to the Adobe Commerce Help Center, follow these steps:

  1. Access the Help Center at https://support.magento.com.
  2. Click Log In in the upper-right corner.

Use your Magento Account credentials to log in. For more information, see Your Magento Account in our user guide.

Submit a support ticket

Once successfully logged in, you may submit a support ticket using the Help Center start page, your Magento Account page, and your Magento Cloud Account page.

Help Center start page

To submit a new support ticket using the starting page of Adobe Commerce Help Center, follow these steps:

  1. Go to Adobe Commerce Help Center.
  2. Click Submit a ticket at the upper-right corner. View_Submit_Ticket_Button_JPG_Final.jpg
  3. Fill in the fields.
  4. Click Submit.

You must log in to the Help Center using your Magento Account in order to submit a support ticket. Until you are logged in, the Submit a ticket button will not be displayed.

Magento Account page

To submit a new support ticket using your Magento Account page, follow these steps:

  1. Log in to your Magento Account. See detailed instructions in our user guide.
  2. Click the Support tab. magento_account_support_tab.png
  3. The Help Center start page loads for you.
  4. Click Submit a ticket in the upper-right corner.
  5. Fill in the fields.
  6. Click Submit.

Magento Cloud Account page

To submit a new support ticket using your Magento Cloud Account page, follow these steps:

  1. Log in to your Magento Cloud Account.
  2. Click the Support link at the top of the page.
  3. The Help Center start page loads for you.
  4. Click Submit a ticket in the upper-right corner.
  5. Fill in the fields.
  6. Click Submit.

Information in your support ticket

The fields, marked with a red asterisk ( * ), are required and must be filled in. If you leave any of those fields empty, you will not be able to submit your ticket.

See Ticket fields explained below for more detailed information.

Issue

You access the Adobe Commerce Help Center and want to submit a support request, but the Submit a ticket link is not displayed on the Help Center start page.

Cause

One of the following might be the cause:

  • You have not logged in to the Help Center.
  • If using shared access for the first time, you have not performed the steps required to ensure that Adobe Commerce Help Center is configured properly via the SSO call from Magento.com.
  • Your account is not entitled for Adobe Commerce support (for example, you are not a paying Commerce customer or you are an Open Source customer).

Solution

Log in to Help Center.

The Submit a ticket link will only be displayed for customers with an email linked to a valid support agreement.

Using shared access account

To be able to use shared access account to submit support tickets, you need to perform the following (this needs to be done only once):

  1. After receiving shared access, log in to your Magento Account on the magento.com website.
  2. In the Switch Accounts drop-down field in top-right corner, select the shared access account.
  3. Click on the Support tab in the left panel. Doing this will ensure that the Adobe Commerce Help Center is configured properly via the SSO call from Magento.com to Adobe Commerce Help Center.

If you don’t have Shared Accounts under the Switch Accounts drop-down list, but you are working for a client who has an Adobe Commerce license, please ask them to grant you Shared Access. For more details review Provide shared access to Magento Account.

If you are an Adobe Commerce license owner, please verify that you don’t have an invoice with Pending Payment status. Support entitlements are automatically granted or revoked according to invoice payment status.

How To Check Your Payment Status:

  1. Log in to magento.com.
  2. Click on Billing History on the left.
  3. If you do have an invoice with Pending Payment status, please contact your Customer Success Manager to have the payment issue resolved.

We provide support only to Adobe Commerce license owners and accounts which have Shared Access to an account with an Adobe Commerce license. If you need support for the Magento Open Source edition, please utilize these self-help technical resources:

If you are having issues logging in to your account or believe Shared Access was set up correctly, but you still cannot see Submit a ticket button, please email Help Center login issues, and we will gladly review your account settings and support entitlements.

"Please verify your email address" error on the Magento Account page

You won't be able to submit a support ticket if you receive the Please verify your email address error similar to the one below on the Magento Account page. Verify_Email_Address_Error.png

The solution is to validate your email address:

  1. Click on the Validate Email button below the Email field on the Edit Account Information page similar to the one below. Validate_Email_Solution.png
  2. Clicking the Validate Email button will send an email to the email address registered for this Magento Account with a link to validate the email address.
  3. Click on the email validation link to validate your email and resolve this issue.
  4. If you do not receive an email with an email validation link, please email Help Center login issues and indicate that you cannot validate your email address.

Ticket submission form: merchant is not displayed in Organization drop-down

Issue

Prerequisites: you have a shared access account granted by a merchant.

Steps to reproduce:

  1. Log in to the Help Center using your shared account.
  2. Click the Submit a ticket link. The ticket submission form opens.
  3. Expand the Organization drop-down field to select the merchant.

Expected result:

The merchant corresponding to the shared account is listed in the Organization options.

Actual result:

The merchant corresponding to the used shared account is not available in the Organization options.

Solution

After having been granted shared access from the merchant, you need to take the following steps (only once):

  1. Log in to your Magento Account on the magento.com website.
  2. In the Switch Accounts drop-down field at the top-right corner, select the shared access account.
  3. Click on the Support tab in the left panel. Doing this will ensure that the Adobe Commerce Help Center is configured properly via the SSO call from Magento.com to Adobe Commerce Help Center.

Track your tickets

Your tickets are those that you:

  • have submitted personally
  • have been added to as a watcher through a CC (carbon copy)

View your tickets

To list all your tickets, click your profile menu (upper-right corner) on the Help Center start page and select My tickets.

View_Your_Tickets_JPG_Final.jpg

To switch between your tickets and the tickets you have been CC'd on, click the corresponding tab:

  • My tickets
  • Tickets I'm CC'd on
  • Organization tickets (available if your account is associated with several organizations)

hc_my-tickets_tabs.png

To sort tickets, click Created or Last Activity column headers.

Search for tickets

To find tickets, type your search query in the Search tickets field and press Enter on your keyboard. Select a status for additional filtering.

hc_search-tickets.png

Follow organization tickets

You may follow the support tickets submitted by the members of your organization.

When you follow your organization tickets, you:

  • may view tickets within the Organization tickets tab
  • receive email notifications when the new tickets are submitted, or the existing tickets are changed

To follow/unfollow tickets for an organization:

  1. Go to My tickets > Organization tickets tab.
  2. Select an organization in the menu and click Follow/Unfollow.

hc_follow-org-tickets.png

Adobe Commerce P1 hotline

Login is required to access the Adobe Commerce P1 hotline article which provides the P1 hotline numbers for Adobe Commerce when seeking help during a P1 incident and explains what information to provide.

Support ticket fields explained

Affected URL

Link to the environment where the Adobe Commerce support team would be able to see your problem. Make sure to start the URL with "http://" or "https://".

Attachments

Attach logs, screenshots, video recordings, or any other media that may better illustrate your problem.

Backoffice URL (MOM only)

URL must begin with “https://”. It will typically be in the format: merchant name +“.mcom.magento.com/admin/login”, example, "https://luma.mcom.magento.com/admin/login".

You can also put the direct link related to your issue.

CC

Emails of the persons whom you want to follow your ticket (for example, first@e.mail).

You may add emails of the persons who do not have a Magento Account or a Zendesk account; these persons are still able to contribute to the conversation in your ticket.

To add several emails to CC:

  1. Enter the email.
  2. Press Space on your keyboard to save the entered email. The email appears in a gray frame. hc_cc_emails.png
  3. Start typing the next email.
  4. Save all other emails by pressing Space.

To delete emails from CC: click x in a framed email.

hc_cc_emails_remove.png

Contact reason

Contact reasons vary by product. Choose which contact reason best fits the symptoms you are experiencing.

(Data) Integration type (MBI only)

Select the type of integration you have within MBI. This will help our engineers to more efficiently solve your issue.

Description

Include an overview of your problem with as many details as you find reasonably possible.

Please provide precise details, steps to reproduce (except for Adobe Commerce on-premises and cloud infrastructure, where there is a separate Steps to Reproduce field), and symptoms of your issue or request. Be sure to include any affected SKUs, relevant data points, and any other relevant links.

Environment (Adobe Commerce on cloud infrastructure, Adobe Commerce on-premises, MBI and Shipping only)

Select the environment type on which you face the problem:

  • Development
  • Staging
  • Production

Read more about Adobe Commerce on cloud infrastructure environments in the Pro architecture article in our developer documentation.

Number of orders affected (MOM only)

Select the range of orders that are affected.

This is a drop-down and only applicable for Order Management product.

Organization

Indicate the organization you would like your ticket to be associated with — in case you work with several organizations.

This field appears when your account is associated with more than one organization.

Product

Select the type of Adobe Commerce product you are working with:

  • Adobe Commerce (Cloud)
  • Adobe Commerce (On Premises)
  • Magento Order Management
  • Adobe Commerce Payment Services

Partner name (Merchant name)

For Merchants: Partner Name is the name of the Development Organization (Adobe Commerce Technology Partner or Solution Partner) that participate in developing your Adobe Commerce store.

For Partners: Merchant Name is the name of your Customer.

Project URL (Commerce Cloud only)

Link to your Project Web Interface.

Steps to reproduce (Adobe Commerce on-premises and Adobe Commerce on cloud infrastructure only)

Give exact step-by-step instructions to reproduce your problem, including:

  • Steps to replicate
  • Expected result
  • Actual result

Recommendation: Assume that you are writing these steps for someone who knows nothing about Adobe Commerce:

  • Mention every step, even if it seems simple and obvious
  • Do not rely on the assumption that your reader knows what you mean

Write in simple language, with short sentences.

Subject

Include a short overview of your problem (for example, Error 404 on all pages ).

Suggested articles: When you start writing the subject, you see a list of Knowledge Base articles that might be related to your problem; they are being offered to you basing on the keywords you are typing in. Click the article in the list to open it in the Knowledge Base.

hc_subject-suggested-articles.png

Recommendation: Please carefully consider the proposed articles, they might contain the solution you are expecting to receive from the Adobe Commerce support team.

Version (Adobe Commerce on-premise, Adobe Commerce on cloud infrastructure and Shipping only)

Please select the Adobe Commerce version you are requesting help with. All supported versions of Adobe Commerce are listed at the top. Unsupported versions are listed at the bottom with parentheses. If you are in the process of migration, please select the latest version to ensure you are supported.

To find the version of your Adobe Commerce (cloud infrastructure), scroll down your Project Web Interface page and check the lower-left corner.

Ticket status: How your tickets are processed

Your ticket may have either of these three statuses.

1. Open

Your ticket is not solved and is being processed by the Adobe Commerce support team. When you have provided all the info that is expected from you at a particular step in the conversation, and the next step needs to be taken by Adobe Commerce support, your ticket has the Open status.

2. Awaiting your reply

Adobe Commerce support is expecting information from you.

In your reply, you may specify additional technical details of your issue, provide escalation details, or state if the solution, offered by Adobe Commerce support, has proved helpful for your issue. Make sure you provide your replies as soon as you can since Adobe Commerce support cannot proceed with processing your ticket while it is in the Awaiting your reply status.

Reference the Adobe Commerce support ticket lifecycle policy update article for details about timing and notification policy.

3. Solved

Adobe Commerce support has provided a solution for your issue, and you have agreed it has been helpful. It is you who marks the ticket as Solved. If the fixed issue occurs again, you may reopen the ticket, setting its status to back to Open.

Conversation in your ticket

Conversation in your ticket unites all comments written by you or the Adobe Commerce support team. Comments are displayed from latest (on top) to earliest (bottom).

To add a comment to the conversation, follow these steps:

  1. Scroll to the bottom of your ticket.
  2. Click the Add to conversation field to start writing. hc_add-to-conversation.png
  3. To add a person to your comment, specify the email in the CC field of the comment field. hc_conversation-write.png
  4. Once you are finished with your comment, click Submit.

Resolve your ticket

To resolve your ticket, click Mark as solved at the bottom of your ticket.

Open a follow-up ticket

Opening a follow-up ticket will ensure that the original issue is linked to the follow-up ticket for continuity.

To open a follow-up ticket, click the "create a follow-up" link at the bottom of the ticket you wish to create a follow up to.

SHARED ACCESS: GRANT PRIVILEGES FOR OTHER USERS TO ACCESS YOUR ACCOUNT

You may grant limited access to your account for other Magento Account holders. In particular, using the shared access functionality, you may provide privileges for trusted employees and service providers to use your Help Center account so that they could work with your support tickets.

You can provide and manage shared access using your Magento Account page at https://account.magento.com.

Who can provide shared access

Only the Account Owner (Primary Account Holder) with the according privileges can provide shared access for other users.

Managing users and their access is the customer's responsibility, especially in the shared access perspective. Thus, the Adobe Commerce support team cannot provide shared access to a Magento Account on behalf of a Customer. Customers are encouraged to add users with shared access themselves, using the Magento Account page.

Users who have been provided with shared access cannot transfer or grant such access to other users.

Get to know Account Owner (Cloud)

To find out who is the Owner of your Adobe Commerce on cloud infrastructure Account, follow these steps:

  1. Access your Adobe Commerce on cloud infrastructure Project Web Interface.
  2. Click the gear icon (Configure Project) next to your Project Name (upper-left corner).
  3. Go to the Users tab.
  4. Find the user who is mentioned as the Account owner.

magento_cloud_account_owner.png

If, for any reason, the steps above are not applicable to you, and you are still not sure who your Account Owner is, contact your Adobe Commerce Customer Success Manager (CSM).

Provide shared access

See the Sharing Your Account section of Adobe Commerce User Guide for detailed steps on setting up a shared account.

After providing shared access for a new user, the related information is available in Shared Access > Manage Permissions of your Magento Account page.

magento-account-shared-manage-permissions.png

Revoke (delete) shared access

  1. Log in to your Magento Account at https://account.magento.com.
  2. In the panel on the left, under Shared Access, choose Manage Permissions.
  3. Find the user to revoke shared access from and click remove icon in the user's row (Actions column).
  4. Click Delete User to revoke access or X in the top corner to cancel revoking.

revoke_shared_access.png

You may also revoke shared access using the Edit menu:

  1. Log in to your Magento account at https://account.magento.com.
  2. In the panel on the left, under Shared Access, choose Manage Permissions.
  3. Find the user to revoke shared access from and click Edit in the user's row (Actions column).
  4. Click Delete This User at the bottom of the page.
  5. In the confirmation popup, click Delete User to revoke access or X in the top corner to cancel revoking.

Access shared account (switch accounts)

To use the shared access provided for you, follow these steps:

  1. Log in to your Magento Account at https://account.magento.com .
  2. Click the Switch Accounts menu and select an account.

magento-account-shared-switch.png

To know which account you are currently using (your own native account or shared access), see the Switch Accounts menu: it displays the active account.

Shared access troubleshooting

Please refer to the Shared access troubleshooting article in our support knowledge base.

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