Requesting work

There are several types of work that you can request that Remote Administration (RA) perform for your website:

  • Security Updates

    Security Updates are done through automation and may be requested with a ticket. Since RA Automation creates a new ticket, the requesting ticket will be solved so that all conversation occurs on the automatically created update ticket.

    Be sure that an automatically created security update does not already exist. If it does, test the deployed branch or request a new update through that ticket.

  • Bug-fix updates

    All core and module bug-fix updates must be requested through a ticket.

    • Bug-fix updates may alter site behavior, so Acquia takes a conservative approach and does not apply bug-fix or feature releases automatically. Bug-fix or feature releases may be applied upon request. For instructions on how to file a ticket, see How to file a support ticket.
    • Acquia Automation is able to update specific modules through manual flags. Update requests will likely result in a new automated ticket listing all updates, and the original ticket will be resolved.

Request for troubleshooting

Troubleshooting requests are made through a support ticket. The more precise and detailed you can be when requesting troubleshooting help, the more effective Support Engineers can be in responding to a ticket. Consider including the following information in your ticket:

  • The nature of the problem you would like solved, both expected and actual behavior.
  • Any actions or events that seem to cause the problem.
  • Links to the pages where the problem might be visible.
  • Screenshots of the problem, especially if it is graphic in nature.
  • Any errors that are visible to users, whether anonymous or administrative.

Review How to file a support ticket for more information.

Request a code update or change

If your Remote Administration request requires changes to code or database outside of a security update, answer the following questions when you initiate a ticket.

  • What branch or tag should be used to create a new, testing branch? The default is to branch from the current production tag.
  • What environment should be used for initial testing — Dev or Stage?
  • Unless you are requesting a security update, the default environment for testing code changes is Stage. The branch will be deployed to a single environment for testing, and once tested, it will be merged into the master or trunk and available for all environments. If it's a security update, we will use the RA environment unless otherwise requested.
  • What database should be used to test against? The default is to copy the production database to the Testing environment.

Before requesting work, review the Out-of-scope areas section of Understanding the scope of Remote Administration. It's also important to answer the preceding questions and to address the following items:

  • Specify the code that you would like to be updated. If it's a specific file, provide the file's location.
  • If you would like a module or core updated and would like to use a specific version, specify the version number in the ticket.
  • If you would like non-security module updates, specify the version that you want to apply. For additional information, see Understanding the scope of Remote Administration.

Contact supportStill need assistance? Contact Acquia Support