Here you can see previous request tickets, their statuses and correspondence. You will get notified on status changes and NetVizura team replies via email.
![(info)](/s/n223r5/9012/8yg2g7/_/images/icons/emoticons/information.svg)
If you don not have an account:
- Send initial email to support@netvizura.com
- You will receive automatic reply with the link to the portal page
- Enter password to complete registration and enter your account
Email
Send an email to support@netvizura.com. This will automatically open a ticket on our Customer Portal. After support agent reviews your request, you will receive notification reply that support ticket is in progress.
![NetVizura Support Email NetVizura Support Email](/download/attachments/14518583/NetVizura%20Support%20Email.png?version=1&modificationDate=1464268595123&api=v2)
You can continue to reply via email (ticket will be updated automatically) or start using the Customer Portal.
Submit a Problem
Before submitting a problem, in the search box provided at http://jira.netvizura.com/servicedesk/customer/portal/1.
If none of the provided resources help, we kindly ask you to send necessary information so that we can quickly analyze, diagnose and provide solution to your problem:
- Summary and Description of problem
- Version and Build of the application (About in the upper right corner of the applicaiton)
- Screenshot of the problem
System logs (
whole directory, not just the last file)
For Linux: /var/log/tomcat6(7)
For Windows: C:\Program Files\Apache Software Foundation\Tomcat 7.0(8.0)\logs
- System tab > Performance, Flow screenshots (if problem is performance related)
- Environment
- HW: CPU, RAM, HDD (if problem is performance related)
- SW: OS, Java, PostgreSQL, Tomcat, browser (if problem is dependence related)
- Priority (optionally)
Example:
![NetVizura Submit a Problem NetVizura Submit a Problem](/download/attachments/14518583/NetVizura%20Submit%20a%20Problem.png?version=1&modificationDate=1464268595964&api=v2)