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 RA Premium clients. For instructions on how to file a
ticket, see How to file a support ticket </support/tickets/>.
- 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.
