Providing complete and accurate information when opening a support ticket helps DQE Support investigate and resolve issues more efficiently.
General information
- Your organization name
- Your contact details
- The DQE product or service concerned
- The environment affected (production, staging, test, sandbox, etc.)
Describe the issue clearly
Explain what you expected to happen, what actually happened, and when the issue started.
- Date and time of the issue
- Business impact
- Number of affected users or transactions
- Whether the issue is reproducible
Technical information
- Sample requests and responses when applicable
- Error messages
- Screenshots
- Logs or correlation identifiers if available
- Recent configuration, deployment, infrastructure, or network changes
Credentials and licence information
Credentials and licence information are available through the DQE customer intranet at new.mydqe.com. For security reasons, DQE Support may request additional verification before updating or sharing access information.
For production incidents
If the issue affects a production workflow, clearly indicate the business impact and affected service when creating the ticket.