In the Armor Management Portal (AMP), in the left-side navigation, click Support.
Click Tickets.
Click Create A Ticket.
A new tab will appear in your web browser.
Info
In the top right corner of the Armor Ticketing System screen, click the Open AMP button to easily return to your AMP account. A new tab will appear in your web browser.
On the Armor Ticketing System screen, review the categories for ticket request types. These request types are used internally to automatically route your ticket to the appropriate department for a more efficient response.
Category
Support for Urgent Issues
Common Requests
Other Requests
Account Requests
Request Type
Outage - Report an Outage
Performance Issue - Report device performance or degradation issue
General Incident - Report an Unlisted Incident
Potential Security Incident - Report a Potential Security Issue
Armor Services - Armor Agent Services, Logging, Monitoring, etc.
VPN - VPN Inquiries
Armor Portal - AMP Inquiries and Requests
L2L Tunnels
WAF - WAF Exceptions and Requests
Firewall - Inquiries on Self-Service Firewall Rules
SSL Certificate
Backup Service -Backup Services Request
Disaster Recovery Service
DNS - Add/Configure DNS Records
Encryption Service - Encryption Service Request
Load Balancer - Load Balancer Appliance Request
OS Patching / Updates - Request for OS Patching and Updates
Recurring Issue - Report a Recurring or Periodically Repeating Problem
Professional Services - Request a Statement of Work for Out of Scope Services
Access & Users - Request for Access & User Management
Billing / Invoices - General Billing or Invoice Request
Compliance - Compliance or Audit Requests
Legal / TOS / SLA - Legal Inquiries
Professional Services - Request Statement of Work for Out of Scope Services
Account Cancellation - Cancel an Armor Account
In Account, select the AMP account that relates to the ticket.
Complete the missing fields.
In Summary, enter a very brief description. You can only enter a maximum of 255 characters.
In Description, enter useful details that can help Armor quickly troubleshoot the problem. For example, consider the following questions:
What is the specific issue?
What are the steps to reproduce the issue?
What is the level of business impact?
Are there additional contacts that should be notified?
Have there been any troubleshooting steps already performed?
Are there any error messages or screenshots to share?
If applicable, in Device, enter the name of the affected virtual machine.
If applicable, add any screenshots to help explain the issue.
Click Create.
After you create the ticket, you will receive updates on the ticket via an email notification.
Info
You can easily review the details and status of your existing ticket by clicking the View Request link provided within the email notifications that are generated from the ticketing system.
(Optional) After you create a ticket, you can add additional users or organizations to the ticket.
On the ticket detail screen, in the right-side menu, click Share.
Type the name of the user or the user's email address. To share with a specific organization, type the account name, and then select the desired organization (Admin, Billing, Technical, or Security).
Note
The ticket can be shared with multiple users and organizations.
Click Share.
(Optional) To view the status of this newly created ticket, in the Tickets screen, click View Existing Tickets.
