Edit a Support Ticket

If you have created a support ticket, you can edit it. This may be to:

  • Add a comment.
  • Attach supporting data.
  • Adjust ticket details.
  • Close the ticket.

To add a comment:

  1. Log into the Customer Portal as a Customer User or Site Administrator. See Account Roles.
  2. In the left-hand menu, select Support.

    A list of existing support tickets raised by you displays.

  3. Select the ticket.

    The Edit Ticket screen displays.

  4. Click the Send a reply to this ticket link.
  5. Enter your comment and format your text as required.

    Tip: You can paste hyperlinks into the text field. For example, a link can point to external data that is hosted on a cloud system.

  6. Click Send reply.

To attach supporting data:

  1. Log into the Customer Portal as a Customer User or Site Administrator. See Account Roles.
  2. In the left-hand menu, select Support.

    A list of existing support tickets raised by you displays.

  3. Select the ticket.

    The Edit Ticket screen displays.

  4. Perform one of the following steps:
    • Drop files (up to 20 MB in size) into the Drop files here zone.
    • Click the click to browse link and select a file (up to 20 MB in size).
    • Reference data that you previously uploaded. (See Upload a File for Datamine.) Paste the copied secure URL into your ticket description or reply. Use this method if your file is larger (up to 1 GB).

    Note: To ensure your data (and our data) is safe, we only permit certain file extensions when uploading data. If you are trying to upload a file with a blocked file extension, compact it to a .zip file before you upload.

  5. Enter an UPLOAD TITLE to make your file easier to identify if required. The maximum number of characters is 250. If you do not specify an upload title, the file name is used instead.
  6. Click Upload files.

To remove data:

  1. Log into the Customer Portal as a Customer User or Site Administrator. See Account Roles.
  2. In the left-hand menu, select Support.

    A list of existing support tickets raised by you displays.

  3. Select the ticket.

    The Edit Ticket screen displays.

  4. Scroll down until you see the Drop files here zone.

    Existing ticket attachments display as items below this file upload area.

  5. Click the red 'bin' button for the file.
  6. Confirm the deletion.

    The Edit Ticket screen refreshes. The attachment is no longer attached to your support ticket.

To close an open ticket:

  1. Log into the Customer Portal as a Customer User or Site Administrator. See Account Roles.
  2. In the left-hand menu, select Support.

    A list of existing support tickets raised by you displays.

  3. Select the ticket.

    The Edit Ticket screen displays.

  4. Click the Close ticket button on the right
  5. Confirm the ticket closure.

    Warning: You cannot reopen a ticket after it is closed. If you have closed a ticket in error, contact your local Datamine representative. They will be able to reactivate the closed ticket for you.