1b0ac266ef
* Update support pages, new screenshots * Udpate vars and release notes * Fix variable * update dotcom submit a ticket fields * Apply suggestions from code review Co-authored-by: Elijah Buck <buckelij@github.com> * Update content/admin/enterprise-support/receiving-help-from-github-support/reaching-github-support.md Co-authored-by: Elijah Buck <buckelij@github.com> * Fixes and updates from feedback * include ghec version in link * Apply suggestions from code review Co-authored-by: Felicity Chapman <felicitymay@github.com> * remove from 'submit via management console' Co-authored-by: Elijah Buck <buckelij@github.com> Co-authored-by: Felicity Chapman <felicitymay@github.com> Co-authored-by: jmarlena <6732600+jmarlena@users.noreply.github.com>
3.0 KiB
3.0 KiB
- Select the Account or organization drop-down menu and click the name of your enterprise.
- Select the From drop-down menu and click the email address you'd like {% data variables.contact.github_support %} to contact.
- Select the Product drop-down menu and click GitHub Enterprise Server (self-hosted).
- Select the Release series drop-down menu and click the release {% data variables.product.product_location_enterprise %} is running.
- Select the Priority drop-down menu and click the appropriate urgency. For more information, see "Assigning a priority to a support ticket."
- Choose {% data variables.product.support_ticket_priority_urgent %} to report {% ifversion fpt or ghec %}critical system failure{% else %}fatal system failures, outages impacting critical system operations, security incidents, and expired licenses{% endif %}.
- Choose {% data variables.product.support_ticket_priority_high %} to report issues impacting business operations, including {% ifversion fpt or ghec %}removing sensitive data (commits, issues, pull requests, uploaded attachments) from your own accounts and organization restorations{% else %}system performance issues{% endif %}, or to report critical bugs.
- Choose {% data variables.product.support_ticket_priority_normal %} to {% ifversion fpt or ghec %}request account recovery or spam unflagging, report user login issues{% else %}make technical requests like configuration changes and third-party integrations{% endif %}, and to report non-critical bugs.
- Choose {% data variables.product.support_ticket_priority_low %} to ask general questions and submit requests for new features, purchases, training, or health checks.
- Under "Subject", type a descriptive title for the issue you're having.
- Under "How can we help", provide any additional information that will help the Support team troubleshoot the problem. Helpful information may include:
- Steps to reproduce the issue
- Any special circumstances surrounding the discovery of the issue (for example, the first occurrence or occurrence after a specific event, frequency of occurrence, business impact of the problem, and suggested urgency)
- Exact wording of error messages
- Optionally, attach diagnostics files and other files by dragging and dropping, uploading, or pasting from the clipboard.
- Click Send request.
