Tips for getting support for PMP
I inherited an installation of PMP when I took this job and have spend many hours talking to ManageEngine technical support. Since there have been some discussions here recently about how to efficiently get support, I thought I'd share a few things I've discovered.
There are two different places to open support tickets, but I've found the better one is here: https://pitstop.manageengine.com/portal/newticket. It doesn't really matter what priority you assign; it won't effect response time. Also, "Password Manager Pro" doesn't appear in the "Department" drop-down box, but if you start typing, it's there. Ignore everything under "SDP OD License Data."
You won't get an automated email with a ticket number, but your ticket (and, for some reason, your forum posts) will appear https://pitstop.manageengine.com/portal/myarea. You may not get a response for several days unless you follow up regularly (i.e. daily) by posting comments in the ticket.
Also, the ticketing system uses a more consumer-based model you might be used to from online services, where as soon as a technician sends you a reply, it's moved to the "Closed" queue. Replying via email or adding a comment moves it back to the "Open" queue.
If you are reporting a bug or some problem you don't understand, Zip up the "logs" directory from your PMP server and attach it to the ticket when you open it. It will save some time, since that's almost always the first thing they ask for.
As for phone support, +1 (408) 454-4014 is the direct line to the PMP desk. You have a better chance of getting someone on the phone than if you go through the ManageEngine main line.
Best,
- Steve
There are two different places to open support tickets, but I've found the better one is here: https://pitstop.manageengine.com/portal/newticket. It doesn't really matter what priority you assign; it won't effect response time. Also, "Password Manager Pro" doesn't appear in the "Department" drop-down box, but if you start typing, it's there. Ignore everything under "SDP OD License Data."
You won't get an automated email with a ticket number, but your ticket (and, for some reason, your forum posts) will appear https://pitstop.manageengine.com/portal/myarea. You may not get a response for several days unless you follow up regularly (i.e. daily) by posting comments in the ticket.
Also, the ticketing system uses a more consumer-based model you might be used to from online services, where as soon as a technician sends you a reply, it's moved to the "Closed" queue. Replying via email or adding a comment moves it back to the "Open" queue.
If you are reporting a bug or some problem you don't understand, Zip up the "logs" directory from your PMP server and attach it to the ticket when you open it. It will save some time, since that's almost always the first thing they ask for.
As for phone support, +1 (408) 454-4014 is the direct line to the PMP desk. You have a better chance of getting someone on the phone than if you go through the ManageEngine main line.
Best,
- Steve