Support ticket notifications

Users assigned to a role that has the Include as a collaborator on all tickets by default permission enabled receive an email automatically when a new ticket is created and the ticket originates from Acquia. All customers associated with an application can view all tickets for the application. If a user creates a ticket through the ticketing system portal, only that user gets notified of the ticket creation. When Acquia Support responds to a ticket, all users who are assigned a role with the Include as a collaborator on all tickets by default permission are cc’d on the email from Acquia Support.

To add additional users to a ticket for communication:

Sign in to the Cloud Platform user interface as an Owner or Administrator for an application.
Select an application.
Click Team Management.
Click Roles.
Locate a role that has the Include as a collaborator on all tickets by default permission. By default, Administrator and Team Lead roles have this permission. Alternatively, you can create a custom role and assign this permission to that role.
Invite a user as an Administrator or Team Member and assign a role with the Include as a collaborator on all tickets by default permission to the user who have not received notifications.
After assigning the role, replies to all tickets related to a subscription are emailed to this users. Changes may take up to one day to take effect. If you remove a user manually from the email notification, the system continues to notify the user. IN other words, you must remove the user through the Cloud Platform user interface to ensure that the user does not receive further email notification.

Important

Administrators on a subscription are included in all notifications related to an application.
A Support ticket or notification labeled as Pending means that it is awaiting your response. If you require further assistance or have any questions, contact Acquia Support to resolve the issue. If you do not need help or the issue is resolved, there is no action required as the ticket will automatically resolve if it remains in Pending status for 10 consecutive days. For more information, visit Ticket status.

To add additional users to a ticket for communication:

Sign in to the Cloud Platform user interface as an Owner or Administrator for an application.
Select an application.
Click Team Management.
Click Roles.
Locate a role that has the Include as a collaborator on all tickets by default permission. By default, Administrator and Team Lead roles have this permission. Alternatively, you can create a custom role and assign this permission to that role.
Invite a user as an Administrator or Team Member and assign a role with the Include as a collaborator on all tickets by default permission to the user who have not received notifications.
After assigning the role, replies to all tickets related to a subscription are emailed to this users. Changes may take up to one day to take effect. If you remove a user manually from the email notification, the system continues to notify the user. IN other words, you must remove the user through the Cloud Platform user interface to ensure that the user does not receive further email notification.

Important

Administrators on a subscription are included in all notifications related to an application.
A Support ticket or notification labeled as Pending means that it is awaiting your response. If you require further assistance or have any questions, contact Acquia Support to resolve the issue. If you do not need help or the issue is resolved, there is no action required as the ticket will automatically resolve if it remains in Pending status for 10 consecutive days. For more information, visit Ticket status.

To add additional users to a ticket for communication:

Sign in to the Cloud Platform user interface as an Owner or Administrator for an application.
Select an application.
Click Team Management.
Click Roles.
Locate a role that has the Include as a collaborator on all tickets by default permission. By default, Administrator and Team Lead roles have this permission. Alternatively, you can create a custom role and assign this permission to that role.
Invite a user as an Administrator or Team Member and assign a role with the Include as a collaborator on all tickets by default permission to the user who have not received notifications.
After assigning the role, replies to all tickets related to a subscription are emailed to this users. Changes may take up to one day to take effect. If you remove a user manually from the email notification, the system continues to notify the user. IN other words, you must remove the user through the Cloud Platform user interface to ensure that the user does not receive further email notification.

Important

Administrators on a subscription are included in all notifications related to an application.
A Support ticket or notification labeled as Pending means that it is awaiting your response. If you require further assistance or have any questions, contact Acquia Support to resolve the issue. If you do not need help or the issue is resolved, there is no action required as the ticket will automatically resolve if it remains in Pending status for 10 consecutive days. For more information, visit Ticket status.

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