Submitting requests to Rational Synergy Support

You can submit information regarding questions or issues with Rational® Synergy to Rational Synergy Support by using the Submit Request dialog box. This dialog box automatically completes Rational Synergy and system information, and guides you through adding supporting files, snapshots, and video captures.

About this task

Start the Submit Request dialog box by using the Help menu Submit Support Request option. If you encounter an Unhandled Runtime Exception error, the dialog box contains a Submit Support Request button. Click it to start the Submit Request dialog box.

Procedure

  1. If you are starting the Submit Request dialog box, point to the Help menu, and then choose Submit Support Request.

    The Submit Request dialog box appears.

  2. Fill in the problem information.
    Option Description
    Impact Select the description that best describes your situation.
    Summary Provide a short synopsis of your issue or question.
    Problem Describe the problem or question, using as much detail as possible.
  3. Attach supporting information.
    Option Description
    Add File(s) Click this button to open an explorer to the file system, where you can select one or more files to send to Support. To edit the file description, double-click it in the Item Description column.
    Add Snapshot Click this button to take the snapshot that to be used by the default screen capture tool. To edit the snapshot description, double-click it in the Item Description column.
    Add Video Capture Click this button to take the video capture. To edit the video capture description, double-click it, in the Item Description column.
    View/Play, Remove, Remove All Select a file, then click View/Play to view files and snapshots or to play video captures.

    Select a file, then click Remove to remove it.

    Click Remove All to remove everything from the selection set. You must confirm that you want to delete all files before they are removed.
  4. Send the request email message to Rational Synergy Support. You can send email manually or automatically.
    Option Description
    Manual To send email manually, fill out the Summary and Problem fields. After you complete these fields, the Just Text (No Email) button is active. Click it to open the Formatted E-Mail Content dialog box. Copy all the information in it to your email tool. Be sure to add the attachment before sending.
    Automatic To send email automatically, click the Preview and Send button. Be sure to attach the compressed file to the email before sending it.
    Note: Your administrator might configure the email to go to a company-internal address. Requests can be reviewed to ensure that they are valid and do not contain company-confidential information before going on to Rational Synergy Support.

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