How to Submit and Track a Support Ticket: Navigating Forms, Priorities, and Severities

Introduction

If you are an existing customer and have not yet explored the Fabric Help Center, we would like to invite you to register for a seamless support experience. See article: Self Registration for Support

If you're already registered, simply click the following link to log in: Fabric Help Center.  If you are unable to find what you are looking for in the Knowledge Base, a convenient "Submit a Ticket" button is available below for any assistance you may need.

Submitting a Ticket

Once signed in, click on "Submit a ticket" and Select the appropriate form:

Each Form has the relevant fields based on the type of request. 

Tip: the more detail you include upfront - steps to reproduce, expected vs. actual results, version number, screenshots - the faster your ticket will be resolved. Agents may need to replicate the issue before escalating internally.

Ticket Forms

• Software Support Request: Software Issues or Questions
• Technical or Service Request: Database Backups/Restores, New Users, or Technical Configuration
• Release Request: Software Upgrades or Installs
• Feature Request: New Feature Requests and Product Enhancements
• License Request: Changes to User Seats, Modules, or Application Licenses
• Question: General or Non-Software Related Questions

Ticket Form: Software Support Request: Software Issues or Questions

For software malfunctions of existing features or questions excluding fatal service disruptions or access problems within the product.

• Priority and Severity Guidelines:
  • Priority Levels (1-4): Indicates the urgency of the request based on operational impact.
  • Severity Levels (1-4): Reflects the extent of functionality affected and whether a workaround is available.

• Priority and Severity are assigned based on the criticality of the issue and how it impacts your operations. For more details, refer to the Priority and Severity Guidelines.

• Brief Description - Provide the details of the request, issue, or question. Please describe what you were attempting to achieve, along with the symptoms. 
• Steps to Replicate - The intention here is that enough information is provided so that anyone can follow the user journey and steps you took to replicate. Please include any pre-requisites for data setup or config where necessary.
• What were the results? - Please provide the corresponding results to your steps to replicate. Be as specific as possible about the error message, unexpected behavior, or any issues faced during the process.
• What were the expected results? - Please describe the expected results you were anticipating.
• Additional Notes and / or Workaround - Any other additional information that you feel is necessary, such as did this happen after a recent update, a recent change to setup or configuration, or does this only happen with certain data.

Ticket Form: Technical or Service Request: Database Backups/Restores, New Users, or Technical Configuration

For technical assistance with tasks such as database backup and restoration, new user setup, or other technical configurations, please use this form.

• Priority and Severity Guidelines:

  • Priority Levels (1-4): Indicates the urgency of the request based on operational impact.
  • Severity Levels (1-4): Reflects the extent of functionality affected and whether a workaround is available.

  Priority and Severity are assigned based on the criticality of the issue and how it impacts your operations. For more details, refer to the Priority and Severity Guidelines.

• Brief Description:
  Please provide a concise overview of the task, including any relevant details such as the environment or user information. Additionally, to help Fabric Support allocate the necessary resources, please suggest multiple date and time options that would work best for you. This will ensure we can schedule your request at a convenient timeslot.

Ticket Form: Release Request: Software Upgrades or Installs

To submit a release request, please add your company to the list for receiving a specific release. Ensure all necessary details are provided to facilitate processing.

• Priority and Severity Guidelines:

  • Priority Levels (1-4): Indicates the urgency of the request based on operational impact.
  • Severity Levels (1-4): Reflects the extent of functionality affected and whether a workaround is available.

  Priority and Severity are assigned based on the criticality of the issue and how it impacts your operations. For more details, refer to the Priority and Severity Guidelines.

• Brief Description:

  Please provide a clear and concise description of your request, including any relevant questions and objectives.

Ticket Form: Feature Request: New Feature Requests and Product Enhancements

To submit a New Feature that does not currently exist in the product.

• Priority and Severity Guidelines:

  • Priority Levels (2-4): Indicates the urgency of the request based on operational impact.
  • Severity Levels (2-4): Reflects the extent of functionality affected and whether a workaround is available.

  Priority and Severity are assigned based on the criticality of the issue and how it impacts your operations. For more details, refer to the Priority and Severity Guidelines. 

• Brief Description and Business Requirements. 
  Please provide a detailed explanation of the request, including its purpose, objectives, and desired functionalities. Please identify the current product limitations that the proposed feature aims to address. Please explain why the requested feature is important and how it aligns with user needs or business objectives. Provide as much context and detail as possible to ensure a comprehensive understanding of the feature you are proposing

Ticket Form: License Request: Changes to User Seats, Modules, or Application Licenses

To submit a license request, change of user seat count or application.

• Priority and Severity Guidelines:

  • Priority Levels (1-4): Indicates the urgency of the request based on operational impact.
  • Severity Levels (1-4): Reflects the extent of functionality affected and whether a workaround is available.

  Priority and Severity are assigned based on the criticality of the issue and how it impacts your operations. For more details, refer to the Priority and Severity Guidelines.

• Brief Description.
  Please provide a concise overview of your inquiry, including your question and the intended objective if applicable.

Ticket Form: Question: General or Non-Software Related Questions

To submit a General or Non-Software related Question.

• Priority and Severity Guidelines:

  • Priority Levels (3-4): Indicates the urgency of the request based on operational impact.
  • Severity Levels (3-4): Reflects the extent of functionality affected and whether a workaround is available.

  Priority and Severity are assigned based on the criticality of the issue and how it impacts your operations. For more details, refer to the Priority and Severity Guidelines. 

• Brief Description
  Please provide a concise overview of your inquiry, including your question and the intended objective if applicable.

Priority and Severity Guidelines

The assigned Priority and Severity levels should ideally align to ensure that issues are addressed with appropriate urgency and focus.

For example:

• A Critical, No Workaround issue would typically be assigned Priority 1 (Urgent).
• A Non-Critical, Cosmetic or Annoyance issue would typically be assigned Priority 4 (Low).

Priority and Severity Definitions:

• Priority 1 ("Urgent") and Severity 0 ("Fatal Service Disruption Only") are reserved for critical scenarios, such as when services are completely non-operational and require immediate attention.

  • Severity 0 was specifically introduced to handle outages separately from product-related issues (Severity 1). This distinction helps us differentiate between critical system downtime and severe product issues, ensuring that service disruptions are handled with the highest priority.

Priority Levels

1 - Urgent: Requires immediate attention; critical to operations or service.
2 - High: Significant impact but not immediately critical; needs resolution soon.

3 - Medium: Moderate impact on operations; resolution needed in due course.
4 - Low: Minimal impact or routine tasks; can be addressed at a later time.

Severity Levels

Severity levels are an additional classification utilized to indicate whether a potential issue has a workaround or is completely blocking functionality.

Severity 0 - Fatal Service Disruption Only

• Severity: Severity 0 - Fatal Service Disruption Only
• Priority: Urgent
• Description: Complete system failure.
  Example:  Users cannot log in, unable to access the system.

Severity 1 - Critical, No Workaround

• Severity: Severity 1 - Critical, No Workaround
• Priority: Urgent 
• Description: A major issue with no alternative solution available.
  Example:  If the slow performance is causing a complete work stoppage (e.g., key processes are entirely unusable, or business operations are halted).

Severity 2 - Critical with Workaround / Non-Critical, No Workaround

• Severity: Severity 2 - Critical with Workaround / Non-Critical, No Workaround
• Priority: High
• Description: Critical functionality impacted, but a workaround exists; or non-critical functionality with no alternative solution.
  Example: If the system is slow but still functional, meaning users can continue working with delays or by using an alternative method. If users are unable to complete essential tasks and no workaround exists, it would be Severity 1. If they can still work, albeit inefficiently, it would be Severity 2.

Severity 3 - Non-Critical with Workaround

• Severity: Severity 3 - Non-Critical with Workaround
• Priority: Medium / Normal
• Description: Minor functionality impacted, and a workaround is available.
  Example: The issue causes some inconvenience but does not significantly impact business operations. Users can complete tasks with minor disruptions or by using a temporary workaround. (e.g., a report takes longer to generate, but it eventually works, or a non-essential feature is malfunctioning.)

Severity 4 - Non-Critical, Cosmetic, or Annoyance

• Severity: Severity 4 - Non-Critical, Cosmetic, or Annoyance
• Priority: Low
• Description: No significant impact on operations; cosmetic issues or general annoyances.
  Example: The issue has little to no impact on business operations and is more of a cosmetic or usability concern. (e.g., minor UI glitches, spelling errors, or misaligned buttons that do not affect functionality.)

Tracking Your Tickets

Once submitted, you can monitor ticket progress at any time.

1. Sign in at the Fabric Help Center.
2. Click your profile name or avatar in the top right, then select My Activities.
3. View all tickets you have submitted, or toggle to see tickets from your entire organization.
4. Click any ticket to read the full conversation, view agent responses, and add follow-up comments or attachments.

You'll receive an email notification whenever an agent replies, and you can respond directly from your email or through the portal.

Ticket Statuses

Emergency Support

In the event of a critical issue, especially a service disruption and out of hours 

• Severity 0-1 Issues: These require immediate attention and should be reported via a ticket followed by a phone call.
• Non-Critical Issues (Severity 2-4): If your issue does not fall under Severity 0-1, it will be acknowledged during the next business day. Please prioritize contacting Support promptly for urgent issues to minimize any potential impact.

Emergency Support During and Outside Support Hours

For additional resources, such as who we are, and what we do, please explore the article below:

Fabric Customer Support Services

Thank you and welcome to Fabric Support!