This document guides you through the process of reporting a technical problem and opening a support ticket for Globant Enterprise AI.
You can report a problem through the issue Tracking System.
To create a new support ticket:
- Access the issue Tracking System.
- Log in with your GeneXus Account.
- Click on “New Ticket”.
When creating a ticket, provide the following information to expedite the resolution process:
- Title: Briefly describe the problem or query.
- Detailed Description: Clearly describe the situation, including:
- Affected Functionality: Which component of Globant Enterprise AI is exhibiting the issue? (Backoffice, Playground Interface, Chat Assistant, API Assistant, Chat with Data Assistant, Data Analyst Assistant 1.0, RAG Assistants, Flows, APIs, etc.)
- Error Description: Explain in detail the erroneous behavior.
- For an error in an Assistant, provide examples of the interactions or prompts that generate the problem.
- For an error in the Backoffice, describe the action you are trying to perform and where the error occurs.
- For an error in the Frontend, describe the unexpected behavior and where in the interface it occurs.
- Error Messages: Copy and paste any error messages that appear.
- Frequency: Is the problem new or has it occurred before? Does it always occur under the same circumstances?
- Steps to Reproduce: Describe the exact steps so we can reproduce the problem.
- Affected Resources: Indicate if the problem affects any specific Flow, API, etc.
- Recent Updates: Did the problem start after any updates or configuration changes?
Remember that the more relevant details you provide, the easier it will be for the support team to understand and resolve the issue.