This article explains best practices for creating a support request on SAFR support portal.

Two methods to file a ticket

1. Email
2. Web Form

Regardless of how you file a ticket, the same information should be provided.  Below describes information needed to resolve your issues most efficiently.

Web Form Submission

1. Sign into the SAFR Support Portal at https://support.safr.com/

2. Click "New Support Ticket"

3. Enter subject line.

Subject should be short concise statement that clearly summarizes the issue or concern.

4. Select the Request Type

Depending on the Request Type selected, different fields will appear.  The following sections describe each type.

General Question

For general question, fill in your question in the Description field.

Suggestion

If suggestion, select the choice in the provided dropdown that best describes what the suggestion is about and enter your comments in the Description field.

Cloud Outage

Select Cloud Outage only if SAFR Cloud is unavailable or you are unable to log in.  If you are facing a problem with a specific feature, please chose Technical Support option.

If you select Cloud outage, enter responses to the two questions and provide a Description of the issue in the Description field.  

Make sure to provide enough information to help our team identity and resolve the issue quickly:

• Location you were accessing SAFR from
• Browser and operating system you were using or SAFR Application
• Screenshot or text of errors that you observed

Technical Support

For technical support issues, you will be asked to fill out the following fields.

You can also upload files or images that will help to understand the issue.

After submitting your ticket, you will receive an email confirming receipt.  Responses to your ticket will go to the same email conversation.  You can also post updates to your ticket directly through the support portal.  You can find your ticket in the Tickets page of the support portal.

Email Submission

As a convenience, you have the option to submit a new support request via email.  You will receive a response back 

Important: Even when submitting a ticket through email, it is very important you provide the same information.  In general its preferable to submit your initial ticket through the Web Form to allow automations to quickly pre-process and route your tickets to the right people.

Examples

Please refer to the following examples for how to submit a proper ticket and what information to provide for fastest processing.

Server

SAFR Desktop Application

SAFR Web Console

REST APIs

Posting event with https://cv-event.real.com/event

HEADERS: {'Content-Type': 'application/json;charset=UTF-8', 'accept': 'application/json;charset=UTF-8'}
{'X-RPC-AUTHORIZATION': '***', 'X-RPC-DIRECTORY': 'main'}

BODY:
{"eventId":"90791680-9F16-4CF0-81DE-7D167EC78B44","siteId":"Site1","sourceId":"FaceTime", "date":1643239257956,"startTime":1643239257661, "endTime":1643239267862,"type":"person", "rootPersonId":"038340b2-6f7d-47ac-86cb-098398ab4ff0", "rootPersonAddDate":1599535404000.0}

{"message":"MethodArgumentNotValidException", "errorReason":"ClientError",
"error":"MethodArgumentNotValidException", "path":"/event",
"verb":"POST", "status":400, "timestamp":1643245343198}

SDK