How can you get help from Customer Support?

Select the helpdesk icon towards the top right-hand side of your screen. 

You need to be a registered user in our support system before you can access the system so if you cannot see the icon please email support@blueprism.com to request access.  Accessing the support system in this way enables you to open new tickets as well as check the status of existing tickets.

Be sure to check our extensive knowledge base as it contains many solutions and helpful articles on how to achieve results using Blue Prism as well as answers to many questions. If you cannot find the answer to your specific question ensure you include all relevant information including any log files or screenshots when you open a ticket.

When you open an incident with Blue Prism, you will be provided with an Incident Reference Number and a member of our support team will respond as soon as possible.

What information do we need to help you?

When contacting Blue Prism Customer Support for assistance, have the following information ready in order to expedite the process and ensure your query is handled quickly.

• Blue Prism version number (in the format x.x.xx, e.g. 5.0.21)
• Issue description
• Severity
• Steps to Reproduce
• Logs and Screenshots

Blue Prism Version number

Version information is vital when dealing with problems. By telling us the version of the software that you are running, you enable us to accurately simulate the problem that you report by testing against the correct version You may find out which version of Blue Prism you are running by clicking the "About" option from the "Help" menu.

Summary of issue

Provide information on what the issue is, what you are trying to achieve, and any relevant information such as environment details, types of application you are interacting with etc.

Severity

To assist us in prioritising the issue, please give an indication of the severity of the problem. Definitions of the various severities we assign to issues can be found in the table below.

Priority          Description

4 (Low)          "How to" questions, Education Services questions and general help.

3 (Medium)    High impact on project delivery.

2 (High)         Production System, one or more business critical automations are not running, or Entire Development system is unavailable.

1 (Urgent)     Production System. Entire Blue Prism Platform is Unavailable

Steps to reproduce

To help us to understand and replicate your problem, it is useful to have a clear set of instructions that led to the issue. If it is not possible to create such instructions (eg if it's a problem that only happens occasionally with no apparent cause) then please tell us as much as you can about the specific issue.

Logs and Screenshots

Depending on the nature of the problem, there may well be useful system diagnostic information available. For example if your concern is about a process which fails to run successfully then it is likely that the session log will contain useful information. Please be sure to anonymise any log data before you send it to the support team.

Other potential sources of information of interest include:

• Audit log data
• Error messages from the user interface
• Exports of Processes or Objects affected (in XML format, or as a .BPRELEASE file)
• Screenshots of unexpected visual results

See the Raising a Support Request tutorial for further information on how to gather relevant logs etc.

Other ways to contact Customer Support

E-mail:   support@blueprism.com

Phone:   +44(0)330 321 0055 (UK, Europe, Middle East and Africa) or +1 844 321 0055 (North America) and  +61 (2) 807 42915 (Asia Pacific)

https://drive.google.com/file/d/1fvLUwKVoUQuNerSCtVarSgDWxM0Ah0nM/view