If you are unable to find a solution to your issue using our self-service content, please request assistance from SS&C Blue Prism Support by raising a ticket on our Support Center as follows:
1. In the Support Center Home page, click Report Issue, as highlighted below:
The following screen is displayed:
2. Click the Blue Prism Case link.
The following form is displayed:
Note: The Opened By field will be pre-populated with your name.
This form will allow you to assign the correct priority to your ticket and will help gather essential information to progress your issue more effectively, particularly when raising high-priority issues.
3. Complete the form fields as required.
* indicates that a field is mandatory.
Note that as you type in the Description field, a list of five related articles will appear below it.
See example below:
These suggested article results are based on the text you have entered, so the more specific the description text, the more accurate the related article results that get returned.
Tip: Please remember that you may also find the solution you need by searching the entire knowledge base if you still need to.
4. When all the necessary fields have been populated, click Submit.
The ticket number and information you provided are displayed on the Portal screen. In addition, you receive an email notification that the ticket was created.
The email will include a link to your ticket in the portal for convenience in case you need to add an attachment or comment.
See example of email format below:
Raising a Document Automation Case
To raise a case for Document Automation only, click the Document Automation link from the Report Issue screen, as highlighted below:
The following form is displayed:
Complete the fields as required and click Submit.
The ticket number and information you provided are displayed on the Portal screen. In addition, you receive an email notification when the ticket is created, as shown earlier in this section.
Raising Training Support Request Case
To raise a Training Support Request case only, click the Training Support Request Form link from the Report Issue screen, as highlighted below:
The following form is displayed:
Complete the fields as required and click Submit.
The ticket number and information you provided are displayed on the Portal screen. In addition, you receive an email notification when the ticket is created, as shown earlier in this section.
All your existing tickets can be accessed under ‘My Lists’, as shown in the next section.
