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Subject

Description (minimum number of characters is 20)

Connect License ID Where is my License ID?

Management Console version How to find Management Console version?

Issue Impact (5 - highest)

Attachments (logs, screenshots) How to collect logs manually?

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Issue impacts description

Level	Name	Description	Example
0	Providing Additional Logs	Logs submissions for an existing ticket	For debug purposes
1	General questions	Request for additional information about the product and product capabilities, navigation, installation and configurations and suggestions for feature requests. No technical issues please since those will go to a separate queue	No customer business impact.
2	Configuration	Something related to the product is not working which likely is related to configuration of the environment or the product itself.	Minor loss of application functionality due to product or environment configuration, product feature requests, how-to questions. The issue consists of "how-to" questions including issues related to one or multiple features and integration, installation and configuration inquiries, etc.
3	Important	There's an issue with the product which does not affect business or have little effect.	Includes intermittent issues and reduced quality of service. A workaround may be available. Does not include development issues or problems in staging environments.
4	Urgent	There is an issue with the product which affects business, but there is a known workaround to keep things going.	Some endpoints not syncing vital data. Agent stability issues on some endpoints, Management Console Policy deployment failures.
5	Critical	The issue severely affects business. The specific functionality is mission-critical to the business and the situation is considered an emergency.	Only available for production applications. Represents a complete loss of service or a significant feature that is completely unavailable, and no workaround exists. Does not include development issues or problems in staging environments.