Welcome to docs.opsview.com

Technical Support

Core/Community users

The following resources are available to Opsview Community users:

Customers with a subscription

If you have an Opsview subscription you can raise an incident via our issue tracking system at http://support.opsview.com/.

You will have been issued credentials as part of your subscription set-up. To reset your password please visit the issue tracking system login page and follow the link.

The Home Dashboard

Upon successfully logging in you will be presented with the following screen:

Customer Dashboard

Dashboard Tabs

These tabs allow selection between the 3 main pages

* Home - where new tickets can be raised and support entitlement information seen * Incidents - list all incidents as per the filter selected * Entitlements - Detailed information on all purchased support entitlements

Entitlement Information (including incident count)

This area shows what support entitlements you have available to raise support incidents against, along with the renewal date. To raise a new incident press the 'Create Incident' button. This will take you into a new page detailed later.

The 'Remaining Incident XX/YY' count shows you have XX incidents left out of a total of YY. Further incidents can be purchased as and when required.

Create new support ticket button

Click on this button to raise a new incident against the correct support entitlement.

Repository access key

This key is your unique access string to use the Opsview software repositories - click on the key to get detailed information on how to configure it on your system.

Customer profile page

This page is used to amend your contact details and other settings such as timezone and locale. It is detailed later.

New Incidents

New Incidents

Severity level

Mark the urgency of the ticket most appropriate to your situation. Help on what each level covers can be seen by hovering the mouse over the Severity help icon. As the ticket progresses the support engineer may change the level if appropriate.

Your system details

You are required to fill out your current Opsview version (if yours is not listed then please use the closest one available), environment (hardware and OS details) and number of hosts. The environment is stored for use for all tickets raised on this support entitlement but version and hosts must be filled in each time as they can change more often.

Incident type

Mark this ticket as a 'Problem', 'Feature Request' or 'Question'

Incident details

The 'subject' should contain a brief overview of the problem, while 'description' should contain as much detail about the issue as possible such as what page the error is seen on (including the URL) or how the situation arose. The greater the detail, the less likely the support engineer will have to ask more questions.

The Incidents Dashboard

Incident Dashboard

Incident filter

The incidents tab lists all incidents raised according to the filter used. You are be able to see all incidents that have been raised by anyone within your organisation.

Incident Detail

incident Details

Incident details

This is the detail of the incident as recorded when it was initially raised.

Add new comment

This button allows you to put more detail onto the incident as required.

Incident comments

A record of all comments is shown kept over the history of this incident.

Clicking on either the incident number or subject will take you into the incident details page.

Entitlements Dashboard

Support Entitlements Dashboard

View entitlements

This page lists your support entitlements.

My Profile

Customer Profile

This page lists the details we currently have on file for you. You may change some of the details by clicking on the 'Edit' button, making changes and then clicking 'Save'.

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