Support ticket information

If you have access to support tickets with your subscription, filing a ticket with Acquia Support is as easy as signing in to your Acquia account, and then visiting the following URL:

https://insight.acquia.com/support/tickets/new

Before creating a ticket

Before creating a ticket, find out whether your problem is a known issue by checking the following resources:

Creating a ticket

To create a ticket, you must have an Acquia subscription that allows it and you must not have used all of your provided support tickets. For more information, see the Support Users Guide.

On the ticket creation screen, enter information about the issue you're experiencing — including its urgency and an effective description of your problem — and then click Create.

You can also create a support ticket by signing in to the Acquia Cloud interface, clicking Help Center on the Acquia navigation bar, and then clicking Create support ticket.

Create a ticket

Entering Ticket field information

The following information will help you determine what to enter in the ticket creation fields so that Acquia Support can best help you in a timely manner.

Urgency

Tickets have an urgency level. This value determines how quickly Acquia will respond to the request. Aside from Critical tickets, this value does not impact a ticket's time-to-resolution. Here's what the different urgency levels mean:

Urgency Description
Critical Your production system is inoperative, your business operations or productivity are severely impacted with no available workaround, or there is a critical security issue. Critical issues are eligible for 24x7 support for certain Acquia subscriptions.
High Your production system is operating, but the issue is causing significant disruption of your business operations; a workaround is inadequate.
Medium Your system is operating and the issue’s impact on your business operations is moderate to low; a workaround or alternative is available.
Low The issue is a minor inconvenience and does not impact business operations in any significant way; issues with little or no time sensitivity.

Whenever possible, customers are advised to file tickets as Medium urgency, reserving the use of High for exceptional, non-urgent circumstances that require a more immediate response. Low urgency should be utilized for issues which can be addressed within the next business day, as this allows us to more quickly respond to other issues which are more time-sensitive. For more information, see Issue Urgency Definitions.

Subject

Acquia recommends that ticket titles be short and to the point, summing up the nature of the issue and which websites or environments are affected. This also allows Acquia to quickly identify and respond to trends if multiple customers are experiencing the same issue.

Issue description

Provide as complete a description of the issue as you can. A good, clear, complete description can help Acquia Support respond to your issue faster and more accurately, with a first response that is more likely to be a useful solution, rather than just a request for additional information. Acquia's ticketing system supports Markdown. Keep the following tips in mind when you provide your issue description:

  • Provide the full URLs affected by the issue
    This includes URLs of pages on your website where you see errors listed, Acquia UI URLs, or URLs of third-party services having trouble connecting to your Acquia website. We can trace these full URLs to exactly what code is running and creating the behavior you are seeing. These URLs help determine whether you are having issues on Acquia servers, your Acquia Cloud servers, or your own web servers outside of Acquia Cloud. This also shows us, at a glance, when you are talking about a local instance of a website or a public production website. This is an important part of orienting us in these cases.
  • Describe the context and nature of the problem
    I see white screens on every page is more descriptive than My site is down!
  • Include the ticket numbers of related tickets, when possible
    This enables the Acquia Support team to quickly research related changes.
  • Include the exact text of any error and where it's being displayed
  • Where applicable, include the Task ID for any failed tasks
    If your issue involves a failed task while using the Acquia Cloud interface or a command line operation, we can use the Task ID to help us identify the type and source of the error and immediately access the corresponding lines in the logs.
  • Tell us when the issue occurred (exact time and time zone)
    This allows us to more accurately correlate the issue with any errors or abnormalities in your logs. If you are not sure, try to confirm the last time it worked correctly, if ever.
  • If relevant, attach screenshots or logs
    Include the browser's URL bar in any screenshots. Tell us the full path of the log file.
  • List the steps that will reproduce the issue
    Do we need any special access or permissions, or do we need to take any atypical actions, to reproduce this issue?
  • Tell us what you have done to try to resolve the issue yourself
    Did it change the symptoms you experienced at all? If you explain what did not work, you might keep us from trying something you have already tried. That could get us on a fruitful path more quickly.
  • Describe anything that was confusing about what happened
    This information can help us figure out what parts of our platform may be confusing you. This can suggest future improvements to user experience or documentation that may help straighten out the issue you are having and help other users as well.
  • Are there any special instructions or warnings we should keep in mind when attempting to troubleshoot this issue?

Ticket types

Your ticket type helps Acquia Support direct your request to the appropriate Acquia resource. The following list explains the available ticket types:

Type Explanation
Drupal Application Support Reporting an issue on your site, or you have a question related to your Drupal site
Acquia Platform/Services Assistance with a server-related issue or configuration change, or you have a question related to Acquia's platforms or services
Advisory Call Request Request for a 30- or 60-minute Advisory Call on a specific topic (For example, What are the pros and cons of SSL?). Advisory Calls require two to three business days of advanced notice and cannot be used for live troubleshooting of an ongoing issue. Advisory Call time includes any research and communications related to the call, in addition to the time spent on the call.
Subscription Assistance with a subscription- or account-related issue or question
Billing Assistance with a billing-related issue or question
Remote Administration Request for a Security Update, a non-security Drupal or module update, or a limited site configuration or code change in the scope of our Remote Administration services
Other Assistance with an issue or question which does not fit in any of the above categories

After filing a ticket

After you file a ticket with Acquia Support, you will receive a confirmation e-mail, along with any users whose roles define them as Collaborators on the subscription. A member of the Acquia Support team will respond to the ticket and provide assistance as soon as possible, based on the ticket’s urgency and subscription level.

In many instances, a member of the Acquia Support team will request additional information or provide technical recommendations in their response. When this happens, it is important to provide a timely response and ensure that a technical resource is available (if the issue requires it) to answer questions or assist in implementing application-related fixes.

Finding a ticket

You can filter and sort your tickets by subscription, status, urgency, and date. You can also search by full text search in all the fields of the tickets.

Only have a six-digit ticket number, for example #123456? You can find it using the following URL pattern: https://insight.acquia.com/support/tickets?ticketNum=123456. That URL will redirect to the ticket's URL in the ticketing system.

Ticket status

After you file your ticket, Acquia Support will use the Status field to let you know the ticket's relative state in our workflow, based on the following statuses:

Status Explanation
New This ticket has been filed and is awaiting a response from Acquia Support.
In Progress An Acquia Support engineer has accepted the ticket and is working on it.
Solved Acquia has provided an answer to the issue or completed the requested task.
Closed All work on this ticket is completed.
Your response needed (Pending) Acquia has responded to your issue and is awaiting additional information or instructions.

Replying to a Solved ticket changes its status to In Progress until a further solution is reached, at which time the ticket will again be marked as Solved. After the ticket has been marked as Solved for 14 days, it will be permanently set to Closed. If you need to further discuss the issue in the Closed ticket, file a follow-up ticket by opening the Closed ticket and clicking Create follow-up.

Sharing tickets with others

Only individuals listed as contacts on the applicable subscription will be able to access your tickets. These are also the only individuals who will receive updates of the tickets. You can not cc individuals on tickets unless they are listed in the Contacts section of the applicable subscription.

If the person who filed the original ticket files an issue against a Closed ticket, they can choose to open a follow-up ticket by opening the Closed ticket and clicking Create follow-up. This will be visible to the contacts listed on the applicable subscription.

If you are using the Teams and Permissions feature, there are permissions that enable team members to create and work with support tickets. By default, these permissions are enabled for all three default roles.

Managing a large number of contacts

You can add up to 20 contacts to each ticket. If you require for additional contacts to be able to access a ticket, use an email distribution list. To do this, complete the following steps:

  1. Create an email distribution list containing the additional contacts that need to access a ticket.
  2. Add a new member to the appropriate team.
  3. In the Email address field, enter the address of the email distribution list.
  4. If you want these contacts to be copied on new tickets, make sure that their role includes the Include as a collaborator on all help requests by default permission. If it doesn't, you may choose either to change the contacts' role, or edit the role to include this permission.
  5. Add the distribution list's email address to the ticket.

Issues with autoresponders

Users subscribed to Acquia cannot have any type of autoresponder functionality enabled. Autoresponders have the potential to create endless communication loops (in which two or more systems repeatedly send automated emails to one another) which can affect our ability to respond in a timely manner regarding your issue. Since many types of systems can use autoresponders, this functionality includes, but is not limited to, the following:

  • group aliases
  • mailing lists
  • ticketing systems

Acquia reserves the right to suspend any user account that is causing communication loops.

Problems with conflicting ticketing systems

If you have your own ticketing system that is capable of creating tickets by email and you add your ticketing system's email address as a contact for your subscription, Acquia Support's ticketing system may then create reciprocal tickets in your system. This can create a communication loop in which both systems repeatedly send automated emails to one another. Situations like this can interfere with Acquia's ticketing workflow, and may result in responses to tickets being lost or missed by Acquia Support. You can prevent this from happening by performing either of the following actions:

New subscriptions

When filing a ticket, the ticketing system will require you to choose an existing subscription.

When you file your ticket to create a new one, please choose an existing subscription with the same contacts as the ones you'd like to have on your new subscription. This will allow us to make sure the appropriate contacts are added to your new subscription.

Ensuring that Acquia Support can access your website

Ensure that you identify any issue that could prevent Acquia Support from accessing your website for troubleshooting purposes.

For example, the Drupal account created during installation (UID 1) has all permissions by default, so failing to secure this account may result in potential security risks. To protect against this, you may block UID 1 from accessing your website, but doing so could prevent Acquia Support from accessing your website to troubleshoot issues.

There are two methods that you can use to avoid this problem, without creating a security risk:

  • Remove the block to UID 1 and use other restriction methods instead. For more information, see Website access restriction methods.
  • Share a persistent username and password that Acquia Support can use to access your website. Do not share this username and password in a Support ticket; instead, add the credentials to a file in the /home/sitename directory.

Satisfaction survey

After closing a ticket, you may be offered a brief satisfaction survey which allows you to rate your experience as Good or Bad. The survey also includes an opportunity for you to provide a comment regarding the ticket.

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