Submit a support ticket in the Vantage platform
This guide walks through creating a support ticket from the Vantage web interface, adding context via comments and file attachments, and tracking the ticket to resolution.
Prerequisites
- A Vantage account with access to the Support module
Create a ticket
- Sign in to Vantage and click the Support icon in the left sidebar.
- On the Support dashboard, click Create Ticket.
- Fill in the Support Details form:
- Title: use a specific, descriptive summary. For example, "Connection timeout error when submitting GPU compute jobs" rather than "Something is broken."
- Description: include what happened, when it occurred, steps to reproduce, expected vs. actual behavior, and any relevant error messages.
- Priority: select the level that matches the impact:
| Priority | When to use |
|---|---|
| Critical | Full work stoppage, entire system down |
| High | Production system down, blocking critical operations |
| Medium | Feature not working but a workaround exists |
| Low | Minor issue or enhancement request |
| Minimal | Cosmetic issue or general question |
- Review the details and click Submit.
The system assigns a ticket ID and confirms creation.
Add attachments and comments
File attachments are added through comments, not during ticket creation.
- Open the ticket from the Support dashboard.
- Scroll to the comment section at the bottom.
- Type any additional context in the text box.
- Click the file upload button to attach screenshots, log files, configuration details, or command output.
- Click Add Comment to post.
Track your ticket
Tickets move through the following statuses:
- Open: submitted, waiting for assignment.
- In Progress: support team actively investigating.
- Resolved: fix applied, awaiting your confirmation.
- Closed: resolution confirmed or ticket archived.
Click Watch on any ticket to receive notifications when updates are posted. You can also use the search bar and status filter on the dashboard to find specific tickets.