How to report a technical problem and open a support ticket

This is a step-by-step guide for opening a support ticket to report a technical problem at Globant Enterprise AI through the Jira Support Portal.

Step 1: Access the Portal

To create a new support ticket:

1. Access the Jira Support Portal.
2. Log in with your account.
3. Click on “+ Service Request”.

Step 2: Fill in essential ticket information

When creating a ticket, provide the following information. Required fields are marked with an asterisk:

• Priority*: Select the appropriate priority level for your request. To determine the priority level, you can follow these guidelines:
  • Critical: Production down. System is completely unavailable for all users. Immediate action is required.
  • High: Major impact in Production. System is working but a critical function is broken for many users.
  • Medium: Development blocked. Issue in the development environment that prevents progress.
  • Low: Minor impact / Inquiries. General inquiries, suggestions, or non-critical situations.
• Summary*: Write a short, concise title describing the issue or request.
• Environment URL*: Provide the full URL of the Globant Enterprise AI Environment where the issue occurs. This helps the team identify the correct instance. For example: https://lab.corp.geai.globant.com, https://workspace.corp.geai.globant.com
• GEAI Organization: Specify the Organization ID affected by the issue. This information is available in the API Tokens option under the PROJECT OPTIONS section of the Console.
• GEAI Project: Specify the Project ID affected by the issue. This information is available in the API Tokens option under the PROJECT OPTIONS section of the Console.
• Description*: Provide a detailed explanation of the issue or request. Include as much context as possible to help the Support Team reproduce and diagnose the problem. The more relevant details you provide, the easier it will be for the team to understand and resolve the issue. Clearly describe the situation, including:
  • Affected Functionality: Identify which component of Globant Enterprise AI is exhibiting the issue (Console, Workspace, Chat Assistant, API Assistant, Chat with Data Assistant, RAG Assistants, Flows, APIs, etc.)
  • Error Description: Explain the erroneous behavior in detail.
    • 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 Workspace, describe the unexpected behavior and where in the interface it occurs.
  • Requests info: Include the information shown in Requests under the PROJECT OPTIONS section in the Console.
  • Error Messages: Copy and paste any error messages.
  • Frequency: Indicate whether the problem is new or has occurred before. Specify whether it always happens under the same circumstances.
  • Steps to Reproduce: Describe the exact steps so the Support Team can reproduce the problem.
  • Affected Resources: Indicate if the problem affects any specific Flow, API, etc.
  • Recent Updates: Indicate whether the problem started after any updates or configuration changes.
• Attachments: Add any relevant files that can help clarify the issue (you can drag and drop files, paste screenshots directly, or click on Browse to upload them). Examples include:
  • Screenshots
  • Logs
  • Error reports
  • JSON files or configuration details.

Step 3: Submit ticket

Once you have filled in all the information, click on Send to submit your ticket. You will receive an email confirming that the Globant Enterprise AI Support Team has received your request.

Step 4: Track the status of a support ticket

You can track your tickets, view their status, add comments and communicate with the Globant Enterprise AI Team through the Jira Support Portal.

In order to access the status of your tickets:

• Look at the top-right corner of the screen.
• Click on your profile icon (the circular user avatar).
• A small dropdown menu will appear.
• Select “Requests” from the menu.

• This will take you to a page where you can review all the support tickets you have submitted, including their current status.

When you open the Requests section, you can use the search bar to quickly find tickets and apply filters to organize your view. You can use the Status filter to display open, closed, or in-progress requests. The Request Type filter groups tickets by category, such as service requests or incidents. The All filter lets you view only the requests you created. Additionally, the Edit list view option lets you customize the layout.

Each support ticket is organized into several categories (columns):

• Type: Indicates the kind of request you submitted.
• Reference: This is the unique ID assigned to your ticket. It usually follows a format like GEAIS-50, which allows the Support Team to track and locate the issue quickly.
• Summary: A short title describing the issue or request. This is the same text you entered in the Summary field when creating the ticket, giving a quick overview of the problem.
• Status: Shows the current progress of the ticket. Common statuses include:
  • Open: The ticket has been created and is awaiting action.
  • Work in Progress: The Support Team is currently working on the request.
  • Waiting for customer: The team needs more information from you.
  • Resolved/Closed: The issue has been fixed or the request has been completed.
• Service project: Indicates the Support Project handling the ticket. In this case, it typically displays Globant Enterprise AI, meaning the request belongs to the GEAI Support Team.
• Requester: Shows the name or email of the person who submitted the ticket.

You will also receive an email each time the ticket status is updated.

See Also

Globant Enterprise AI Contact Resources
Globant Enterprise AI FAQs