Submitting requests to Rational Synergy Support

You can submit information regarding questions or issues with Rational Synergy to Rational Synergy Support by using the Submit Request dialog box. This dialog box will automatically fill in Synergy and system information, and guide you through adding supporting files, snapshots, and video captures.

About this task

Start the Submit Request dialog box by using the Help menu Submit Support Request option. If you encounter an Unhandled Runtime Exception error, the dialog box contains a Submit Support Request button. Click it to start the Submit Request dialog box.

Procedure

  1. If you are starting the Submit Request dialog box, point to the Help menu, and then choose Submit Support Request.

    The Submit Request dialog box appears.

  2. Fill in the problem information.
    • Impact

      Select the description that best describes your situation.

    • Summary

      Provide a short synopsis of your issue or question.

    • Problem

      Describe the problem or question, using as much detail as possible.

  3. Attach supporting information.
    • Add File(s)

      Click this button to open an explorer to the file system where you can select one or more files to send to Support.

      You can edit the file description by double-clicking on it, in the Item Description column.

    • Add Snapshot

      Click this button to take the snapshot that will be used by the default screen capture tool.

      You can edit the snapshot description by double-clicking on it, in the Item Description column.

    • Add Video Capture

      Click this button to take the video capture.

      You can edit the video capture description by double-clicking on it, under Item Description.

    • View/Play, Remove, Remove All

      * Select a file, then click View/Play to view file(s) and snapshot(s) or to play video capture(s).

      * Select a file, then click Remove to remove it.

      * Click Remove All to remove everything from the selection set. You must confirm that you want to delete all files before they are removed.

  4. Send the request email message to Rational Synergy Support.

    Your administrator might configure the email address to go to a company-internal address. This enables the company Rational Synergy experts to review requests to ensure they are valid and do not contain company-confidential information before passing them on to Rational Synergy Support.

    You can send email manually or automatically.

    • Manual

      You can send an email manually if you have filled out the Summary and Problem fields. Once you fill in those fields, the Just Text (No Email) button is active. Click it to open the Formatted E-Mail Content dialog box. Copy all the information in it to your email tool. Be sure to add the attachment before sending.

    • Automatic

      Send the email automatically by clicking the Preview and Send button. Be sure to attach the zip file to the email before sending it.


Feedback