Tickets

Owned by Dom Sobota (Unlicensed)
Last updated: Feb 20, 2021 by Chris Sinkinson (Unlicensed)
4 min read

The tickets page displays how to contact the AppArmor support team for any support issues, as well as view any previously submitted support issues. This page consists of three sections.

Submitting a Support Ticket

The submit section of the tickets page allows a user to open a ticket with AppArmor support directly.

  1. Enter a Brief Description of the support issue . This will be used as the subject header for the ticket.

  2. Enter a more descriptive summary of the support issue. This text field is multiline so multiple lines can be used to format the problem details.

  3. Attach any relevant files to the ticket by rather clicking on the section itself or by dragging the files on top of it. The total file size must not exceed 15MB, or else the ticket cannot be submitted. More information is given in the Attachments section below.

  4. Once satisfied with steps 1-3, click on the 'Submit Support Ticket' button and AppArmor Support will be in contact within one business day.

Once the Submit button is clicked, the section should appear as follows.

If any issues occur with the submission process using this section, the user may alternatively email support@apparmor.com directly to open a support ticket.

The ticket should now appear in the user’s Ticket History. Refer to section 3 of this page for more information on the user’s ticket history.

The Ticket Details page will describe how to interact with the ticket once it is submitted.

Attachments

Attaching files to the support ticket is as simple as hovering and clicking on the attachments section. The section will change color, as well as the cursor.

Clicking the section will bring up the file manager, where the user can select files they wish to upload with the ticket.

Alternatively, the user can drag files from their own file manager on top of the attachment section.

Once attached, the ticket should appear as follows.

If the user exceeds the limit of 15MB, a warning is displayed and the user will be unable to submit a ticket until the total file size of all attachments is under 15MB.

In this case, the user may remove some attachments from the list in order to keep the total size under 15MB, using the individual remove buttons on the side of each attachment.

Phone Support

The phone support section details the options for contacting AppArmor support via phone call.

Ticket History

The ticket history section allows the user to see their previously submitted support tickets, and filter them by status. The details button of the ticket entries will allow the user to view the support ticket in more detail.

Refer to the Ticket Details page to interact with the ticket, view all details of the ticket and reply to AppArmor Support.

If the user has no tickets submitted, or has no tickets of a certain status type, the table will appear as follows.

Ticket History Filter

To filter the tickets in this table, select the dropdown in the top right hand corner, and select the desired filter.

Once selected, the filtered tickets with that status should only be present.