Welcome to Informatica Support

Create a Service Request: a Tutorial

Let's say you have a question or a problem regarding Ultra Messaging, and you would like help from Informatica technical support. This tutorial is intended save you time in learning how to create a Service Request. It assumes you are registered with MySupport and have a valid account; if not, follow the instructions at http://29west.com/support/.

Use FireFox or Internet Explorer and browse to http://MySupport.informatica.com. You should disable your browser's popup blocker for the informatica domain. Log in with your MySupport credentials.

First, have you searched the knowledge base? It might be worth a few minutes of your time. See our knowledge base tutorial.

Assuming you did not find what you were looking for, you want to submit a new Service Request (SR). There is an email method of doing this, but it introduces a manual step which can delay a response, so we recommend creating new SRs via the web interface. Once created, continued communication with support engineering can proceed using normal email.

Use FireFox or Internet Explorer and browse to http://MySupport.informatica.com. (If you do not yet have a MySupport account, follow the instructions at http://29west.com/support/.) Log in with your MySupport credentials.

You should now see this:
  1. Click the "Enter Online Support" button on the right.
  2. Click the appropriate project number (often there is only one).
  3. To create a new SR, click the "New" button.
  4. Click the "Technical Service Request" link.

You should now see this:

Some tips:

  1. Do not type into the "Product & Version" field; use the box to the right to bring up a selector. If the proper product and version does not appear, don't worry about it. Select the closest match and refine it in your problem description.
  2. Ignore and leave blank the fields Hotfix, CSM Configuration, Error Number/Error Code, Alternate Email/Details, Preferred Communication.
  3. The "Problem Summary" is similar to a subject line for an email - keep it short. The "Description" field can be up to 2000 characters long. You can attach larger files later.
  4. Set "Search the knowledge base" to "No".
  5. Click "Next". Your request is now in the support team's work queue.

The "Search the knowledge base" field deserves special mention. We strongly recommend that you search the knowledge base, but the automatic search performed at this point in the SR creation has limited flexibility. We recommend that you search the knowledge base as a separate step. See our knowledge base tutorial.