How do I properly write a Support Request using SiePortal
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To ensure your Service Request in SiePortal is handled efficiently, please follow these guidelines: Language: Create the Support Request in English. Product Selection: Choose the correct product in the project tree based on your issue. Please attach all needed logs to the Service Request (Device, Management, Apps, etc) Log Attachments: Attach all necessary logs to the Service Request: IEM App logs: Found in the Settings tab of the Edge Management Admin view. IEM Virtual logs: Available in the Service & Maintenance UI. Industrial Edge Device Report: The Edge Device Report contains valuable information about all versions and details of the Edge Device. App logs: Available in the Apps view of the Industrial Edge Device Additional Information: Include the following details in your Service Request: IEM Type: Specify whether it's IEM Cloud, IEM Pro, or IEM Virtual. Network Infrastructure: Provide information about the network setup (e.g., Proxy). Other Components: Mention any other components in use. Alternative Information: If you cannot provide the log files, please include: IEM App Version IP-based or DNS-based IEM IED Type: e.g. IPC227E, Unified Comfort Panel, etc. IED Runtime (IERT) Version Used Apps: List all apps along with their versions.