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If you have previously submitted a ticket you are likely to have an account in the Aspenware Ticket Portal. Login using the email address used to submit tickets previously. If you run into any issues contact your Aspenware Service Repagent directly. |
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From the Aspenware Ticket Portal submit a new ticket, request an upgrade, review and track all tickets in the queue, and stay up to date with any correspondence from an Aspenware Service Repagent.
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To submit a new ticket:
Navigate to Submit a Ticket
Determine the ticket submission that best describes the issue at hand
Complete ticket fields with as much detail described as possible.
Submit
Report an Issue | Use for almost all issue |
Report Failed Order | Use to report a failed order |
Upgrade Request | Use to schedule an upgrade |
Scaling Request | Use to schedule a scaling increase |
Enhancement Request | Have an idea or want to see a new feature? Let us know with a feature request. |
Infrastructure Issue | Use to report a system or store outage, Azure issue or other infrastructure related issues. |
Theme Change Request | Use to update the store theme or design. |
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How to Review Your Ticket Queue
To review submitted and outstanding tickets:
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Each ticket will be displayed with the Title, the Created Date, and the current ticket Status.
Tickets can be sorted by status and created dateddate.
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To review previous and closed ticket tickets, change the Status Type to Resolved or Closed. Reviewing previous tickets might be able to assist troubleshoot in troubleshooting current issues. |
Select the desired ticket to review Aspenware Service Rep agent correspondence that may include active action items to help continue troubleshooting.
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From the ticket, add other team members to follow along, update the ticket, and/or if a resolution is reached close the ticket.
How to Request an Upgrade
We suggest that customer environments continue to take updates and do not fall further than 4 releases behind in their production code at any time. This helps to ensure all the latest features, enhancements, and fixes are available in customer environments.
To Request an Upgrade complete the Upgrade Request form from the Aspenware Ticket Portal.
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Complete all required field fields with as much detail as possible.
After the ticket is submitted, a member of our team will reach out to schedule a release deployment to the UAT environment to begin the smoke testing of the desired version.
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Be sure to review Release Notes for the version tested to cover all test cases. |
After the smoke test is complete completed, our team will work with the customer to book the deployment to the Production Environment.
Aspenware requires approval from the customer before any update to a production environment is made.
Before scheduling a production release to production, customers are expected to smoke test and approve the code version for their production environment in their UAT (User Acceptance Testing) environment. All functionality that is unique to the customer should be tested by the customer with each upgrade.
We offer scheduled release timelines within Aspenware business hours and do not offer routine releases outside of Business Hours or on Fridays or holiday scheduleschedules.
Other Resources
The Aspenware Ticket Portal contains other helpful resources that could help with the day-to-day of the store.
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We are continuously updating resources, so always check back for updates and new helpful articles and links, as well as, continue to use Aspenware Hub as your main source of articles and documentation.