Even smoother customer experience with the new support ticket visibility self-service

With a quickly growing platform, new features introduced every other week, and an ever-expanding userbase, Dynatrace is laser-focused on providing you with support when you need it. For example, our innovative in-product assistance and Dynatrace ONE premium subscription offerings have redefined the Dynatrace customer support experience.

Sometimes there are certain scenarios where you need an easy way to collaborate on support tickets with colleagues. For example, in large enterprises with many different departments and many different Dynatrace environments, you might want to provide support ticket visibility only for a specific group of users. Or, as a Dynatrace Partner, you might want to allow your customers to follow the progress of certain support tickets.

To give you a smooth customer experience and further enable teams to collaborate on support tickets, we’re introducing the support ticket visibility self-service. This will allow you to easily provide support ticket visibility to a certain user group both in Dynatrace SaaS and Dynatrace Managed, without having to reach out to Dynatrace.

Provide support ticket visibility for your peers with just a few clicks

As of Dynatrace version 1.207 (Dynatrace Managed 1.208) we’re introducing the new Manage support tickets permission. You can easily assign this permission to a Dynatrace user for a certain environment. The user then has access to all support tickets that have been created for this environment.

For instance, you can allow a certain user group to access support tickets for a certain cluster, and another user group to access all support tickets.

You can find the new permission in the group management section of your account settings.

Note: Please note that it can take up to 30 minutes from setting the permission till the permission changes are available in the support platform. For Dynatrace Managed customers who have disabled the Create Dynatrace community user account upon login setting, in addition to assigning the Manage support tickets permission, users must also be invited to the Dynatrace community before they can access support tickets.

FAQs

Which users will get the new permission assigned by default?

The following users will be assigned the Manage support tickets permission by default:

  • Dynatrace Managed users with global admin permissions
  • Dynatrace SaaS users who belong to the monitoring admin user group

How does the new ticket visibility work?

You can provide access to support tickets in your Account settings for Dynatrace SaaS or in CMC (Cluster Management Console) for Dynatrace Managed by assigning the Manage support tickets permission to a user group.

All environments for which the ticket reporter has the Manage support tickets permission assigned are listed in the Dynatrace environment drop-down list box.

This list will be available in the Dynatrace SaaS/Managed (SUP) support platform project by mid-January 2021 and for other support platform projects by mid-February 2021. If you don’t find an environment in the Dynatrace environment drop-down list box you can select “other” and provide the environment URL in a text field. If you don’t have the Manage support tickets permission assigned for any environment, you won’t see the Dynatrace environment drop-down list box—only the existing text field will be displayed.

How will the migration to the new ticket visibility will happen?

To make sure that we don’t block anyone from accessing support tickets, all users who currently have access to support tickets will continue to have access until mid-April, 2021. Users without the assigned Manage support tickets permission will lose access to support tickets in mid-April. This means that you must assign the Manage support tickets permission to all users who will need access to support tickets after mid-April, 2021.

Following the switch to the new ticket visibility permission in mid-April, you should avoid selecting other in the Dynatrace environment drop-down list box since those tickets will only be visible to the reporter of the ticket.

migration timeline

When does the new ticket visibility apply?

To make sure that we don’t block anyone from accessing support tickets during the migration period from mid-January to mid-April 2021, all users who currently have access to support tickets will continue to have access to support tickets.

At the end of the migration period (mid-April) only users who have the Manage support tickets permission assigned will have access to support tickets.

Who will have access to support tickets during the migration period (before mid-April)?

  • All users who currently have access to support tickets.
  • Additionally, all users who have the Manage support tickets permission assigned for an environment.

Who will have access to support tickets once the migration period ends (mid-April)?

Only users who have the Manage support tickets permission assigned.

What do I need to do?

Be sure to assign the Manage support tickets permission to all users who should have access to support tickets, as soon as the permission is available in your Account Settings (BAS) or CMC ((Cluster Management Console)).

  • Users with this permission will have the Dynatrace environment list available.
  • Users with this permission will have access to support tickets after the migration period.

What should I do if a user can’t access a support ticket?

  1. Ensure that the user has the Manage support tickets permission assigned for the environment that is selected in the support ticket.
  2. If the user still can’t view the support ticket, please contact a Dynatrace ONE product specialist via in-product chat or create a new support ticket.

Which projects are affected by the new support ticket visibility?

For the following projects, ticket visibility will change and be based on the Manage support tickets permission beginning mid-April 2021:

For License Management (SUPLIC), ticket visibility will change and the following users will have access to tickets after mid-April 2021:

  • Dynatrace SaaS users with the Edit billing & account info permission assigned
  • Dynatrace Managed users with global admin permissions.

For University (SUPAPMU) and Online community services (OCS), ticket visibility will remain the same. Tickets will still be visible only to the reporter of the ticket.

Where do I find the environment ID for my environment?

In Dynatrace SaaS, your environment ID is the first part of your Dynatrace environment’s URL.

In Dynatrace Managed, your environment ID is the string after /e/ in your Dynatrace environment URL:

Will this permission change my access to in-product chat?

No, this permission will have no impact on access to in-product chat.

Will the ‘Manage support tickets’ permission be available for Managed offline customers?

No, the Manage support tickets permission won’t be available for Managed offline customers. For Managed offline customers, nothing will change. All Dynatrace users who have self-registered to the Dynatrace community will still be able to access support tickets.

Feedback

As always, we welcome your feedback and comments. Please share your thoughts via Dynatrace Answers, or directly with your Customer Success Manager.


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