Support Case Best Practices
🧩 Problem
Users sometimes submit incomplete or unclear support requests, which can delay troubleshooting and resolution.
🎯 Objective
This article explains how to submit a complete and effective support case through the Securonix Support Portal — ensuring faster triage, accurate routing, and quicker resolution by the Support team.
🪜 Step-by-Step Solution
Step 1. Log in to the Support Portal
- Go to the Securonix Connect Community.
- Click on Support in the top navigation headers.
- Click on New Request on the top left of the Support view.
Step 4. Complete the Required Fields
Each field helps our team categorize and route your case efficiently.
| Field | Description and Best Practices |
|---|---|
| Subject* | Enter a concise, descriptive title summarizing the issue.✅ Example: “Policy Delay – Incident Creation Latency in UDS”⚠️ Avoid: “Need help ASAP” or “System broken.” |
| Platform* | Select the affected platform or module (for example, Securonix UDS). |
| Type* | Choose the request type that best fits your need:- Incident – Outages, errors, or degraded performance.- Service Request – Configuration changes, access requests, or product questions. |
| Component* | Select the specific area affected (e.g., Data Source Delay, Policy Engine, UI). |
| Attachments | Add supporting files — screenshots, logs, exports, or configs that illustrate the issue. |
Step 3. Write a Strong Description
The Description field is the most critical part of your case. It gives our engineers the context needed to reproduce and resolve your issue efficiently.
| Category | Details to Provide |
|---|---|
| Issue Summary | Describe what’s happening and what’s going wrong. |
| Environment Details | Specify deployment type (Cloud, On-Prem, or Hybrid) and version, if known. |
| When It Started | Include when the issue began or was first noticed. |
| Impact Assessment | Explain how it affects operations (e.g., “delayed incident creation impacting SOC response”). |
| Steps to Reproduce | List clear steps to consistently trigger the issue. |
| Expected vs. Actual Behavior | Note what you expected versus what occurred. |
| Troubleshooting Performed | Describe actions already taken (e.g., restarts, configuration checks, log review). |
| Frequency | Indicate whether it’s constant, intermittent, or conditional. |
| Additional Notes | Mention any related ticket numbers, linked issues, or business impact level (High/Medium/Low). |
📝 Example Description
Hello Support team,
Over the past two days we have been experiencing a delay with policy ID XXXX-YYYY-ZZZZ-NNNN.
Incidents are being generated 3–4 hours late, impacting our SOC operations.
Environment: Securonix UDS v6.4 (Cloud)
Steps to reproduce:
1. Trigger Policy XXXX-YYYY-ZZZZ-NNNN
2. Observe that the incident appears after ~3 hours
Expected behavior: Immediate incident creation upon policy trigger.
Troubleshooting performed: Restarted connector, verified policy configuration, reviewed logs (no errors).
Impact: High – incident delays affecting SOC efficiency.
Please assist with next steps or required logs for deeper analysis.
Step 4. Submit and Track Your Request
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Review all fields for accuracy and completeness.
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Click Submit at the bottom of the form.
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You’ll receive an email confirmation with your case number.
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To check progress or add comments, return to the Support tab on the Securonix Connect Community, and then My Requests.
Step 5. Communication and Follow-Up
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Keep all communication within the same ticket for continuity.
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Add new findings or attachments as comments rather than opening duplicate tickets.
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For urgent or high-impact cases, use the Escalation Process for prioritized handling.
✅ Quick Submission Checklist
Before you click Submit, make sure you’ve included:
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Clear, descriptive Subject
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Correct Platform, Type, and Component selections
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A complete Description (issue details, impact, and reproduction steps)
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Relevant Attachments (screenshots, logs, configs)