How-to raise a service ticket

This article describes the process of how to open a service ticket with support.

Table of Contents

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Checkmk Appliance

In the event of a hardware failure of the Checkmk appliance, please contact us by e-mail at cma-support@checkmk.com or by telephone at +49 89 99 82 097 - 20

Choose your browser

Browser
Chrome	Latest stable version
Firefox	Latest stable version
Safari	Latest stable version
Microsoft Edge	Latest stable version
Internet Explorer	Not supported

Access the service desk

Open your preferred web browser.
Type or copy the following URL into the address bar: https://support.checkmk.com/servicedesk/customer/user/login
Press Enter or click on the "Go" button.
The service desk login page will load, and you can enter your login credentials to access the service desk.

Screenshot displaying the Login page. This page has a username and password field. Keep me logged in is also selected.

Choose the appropriate support option

Please select the most suitable support option from the available choices.

Screenshot showing the search functionality on the Checkmk support page.

Describe your problem

Please provide a brief description of the issue you are facing, and choose a relevant heading to categorize the problem.

Screenshot showing a detailed summary on the Technical Support page. The summary states host_tag_group not working after updating to 2.10p17

To help us better understand your issue, please provide a detailed description, including the steps you took to reproduce the problem and any error messages you received.

You may find it helpful to use text formatting, such as bullet points or code blocks, to improve the readability of your description.

Screenshot detailing the use of code blocks when creating a support ticket.

Please ensure that all fields are completed, and include a diagnostic dump and screenshots to help explain the configuration.

Screenshot displaying additional fields such as Relevant Versions, Components, and impact definitions.

You may find it helpful to refer to the guide on "How to Collect Troubleshooting Data for Various Issue Types" for additional information on gathering relevant data to help resolve your issue.

Update your ticket

Possible statuses

Status	Description
Waiting for Customer	The customer is to provide additional information
Waiting for Support	Support team to follow up
In Progress	Starting working
Scheduled	An appointment has been scheduled to proceed
Resolved	Solution provided, the ticket moves automatically to closed status after three weeks
Closed	Finally closed; no further changes possible

Checkmk Knowledge Base