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Creating support requests in the Web Admin Suite (#661756)

The Troubleshooting page has been extended with the section Support tickets which allows creating and updating support tickets for the installation directly from the Web Admin Suite. This feature facilitates the handling of support tickets as the relevant files can be attached automatically. This speeds up the support process by making it easier to provide all required information directly and by avoiding additional efforts for gathering the files.

Prerequisites:

  • Credentials for the ConSol CM portal (https://support.consol.de) - need to be provided on every action for security reasons
  • Support token - needs to be saved to the new system property supportWebhooksHeaderToken of the module cmas-was-web

Please contact the ConSol CM support team for your credentials and the support token.

The following features are available:

  • Create support ticket: Explain the problem, attach the relevant files (log files, health check, scene export, thread dumps and / or screenshots) and review your contact information to create a new ticket.
  • Load support tickets: Retrieve a list of your open support tickets and click the Add comment / attachment icon to add a comment or attach files to one of your existing tickets.

The data will be transferred to the customer portal in a GDPR-compliant way via webhook.

The following system properties have been added to the module cmas-was-web:

  • supportWebhooksHeaderToken: Token for connecting to the webhooks provided by the ConSol CM support.
  • supportWebhooksUrl: URL to the webhooks provided by the ConSol CM support. Does not need to be modified.
  • supportWebhooksEmail: Email address of the ConSol CM support. Does not need to be modified.