Introduction

Welcome to the Rivery Support Case Management Guide. This document outlines the best practices for effectively working with Rivery's support team to resolve any issues, questions, or requests you may have.

Whether you've encountered a bug, need assistance with a feature, want to propose a new feature, or require account-related changes, this guide will help you navigate the support process seamlessly.

Support Center Overview

The Support Center is where you can contact Boomi technical support for product assistance and troubleshooting.

The Support Home page consists of:

• (1) Quick links to helpful resources

• (2) Technical Bulletins - Important product and support-related announcements

• (3) Support Contact Information - Your contact options for your support entitlements and region.

• (4) My Account Team - Your Boomi account team for account and subscription inquiries.

• (5) Support Cases - View your open support cases, closed cases, and cases created by other users within your organization.

• (6) Live Chat - Available with a Premier or Premier Plus support subscription.

Accessing the Support Center

From within the Platform, go to Resources > Support.

Note: In order to access the Support Center, the user needs to be added to the Platform Account.
If the user already exists on the Platform and still doesn't have access to Support Center, please reach out to Boomi Support by emailing support@boomi.com.

Creating a Case

To submit a new case, go to 'Support' and click on 'Support Center'

In the 'Contact Us' section, choose 'Create a Product Support Case', as seen below:

Enter a subject and provide as much information about the issue or request as possible. Select the correct environment classification. If 'Production' is selected, you will be asked to provide a Business Impact Percentage.

As you continue to the next page, suggested articles and content are displayed to try to help you resolve the issue quickly. If a suggested article resolves the issue, select "Yes, I found my answer". Otherwise continue with creating the case. Click "Return to Support Center" to abandon the case creation.

Provide detailed Description, Error Message, Component/Process URL, and Steps to Reproduce. When finished, click Submit. You will have the option to attach any relevant log files, data files, screen shots, or other helpful information on the confirmation screen. You will see your new case number and receive an email confirmation. 

Viewing and Adding Comments

As our support agent works with you to resolve the issue, comments will be added to the case. You will see the conversation history below the case details as well as receive an email for each reply.

To post a reply, simply enter your message and click Comment. You can attach additional files as well.

NOTE: After entering a new comment, REFRESH your browser to see the new comment in the case history. We are working to improve this behavior.

Tips to Help Resolve Issues as Quickly as Possible

The more information you can provide about the issue such as the context in which it occurred, your component configuration and relevant environment details, and what you have done already to troubleshoot, the quicker we can start working to a resolution. When in doubt, more details are always better.

A few tips:

• Subject - An overall summary of the issue while still trying to be as specifically as possible

• Description - Provide concise details of the issue and include any helpful information that will more easily point to the error logged in your account.

• Error Message - Refer to the error generated by the process. Please include the relevant stack trace when necessary. This can be found within the Process Logs, on the Process Reporting page, or in the individual steps' logs within Test mode. Whenever possible, copy the error message text rather than a screen shot of the error.

• Steps Taken - Share the steps you have taken to troubleshoot the issue thus far. This can provide additional clarification on the issue and avoid recommendations that you have already tried.

• Component/Process URL - The direct link (copied from your web browser) to the component which is experiencing the issue. This can include the full process, an individual component within the process design, a process reporting link, or a link to the basic runtime/runtime cluster/cloud.

• See https://community.boomi.com/s/article/Master-Data-Hub-Support-Case-Basics for MDH specific case information.

• See https://community.boomi.com/s/article/API-Management-Troubleshooting-Opening-a-Support-Ticket for API Management specific case information.

Note: Screen captures and relevant files can be attached using the "Upload File" link at the bottom of the page.

Starting a Chat

Click Let's Chat in the lower right corner of your browser:

It will launch the Chatbot. Follow the guided path to get help. If your question is not answered by Chatbot, Select "Check if Support team is online" to chat with live agent.  (Note: Live Agent Chat is available with a Premier or Premier Plus support subscription)

When the chat gets accepted by a Support Engineer, a case will be created for your records.