Support
This section describes the support and escalation process for issues encountered during or after the Automation Services (AS) to Bridge Automation Services (BAS) migration.
Support process
If a migration issue cannot be resolved by reviewing migration reports, workflow execution details, or execution logs, create an incident through the Bridge support process.
Create request
Perform the following steps to create an request:
- Open the Bridge support interface.
- Create a new incident.
- For the field, Where are you experiencing the issue, select Bridge Platform.
- Provide a detailed description of the issue.
Before submitting the incident, review the migration workflow execution and migration reports to identify any reported errors or failed activities.
Include the following information in the incident:
- Migration workflow execution ID
- Account or tenant details
- Migration report details
- Affected catalogs, schedules, workflows, or event rules
- Error messages and execution logs
- Steps performed before the issue occurred
- Providing complete diagnostic information helps the support team investigate and resolve the issue more efficiently.
- Capture screenshots of failed activities, workflow execution details, and output parameters when reporting migration issues.
For instructions on creating incidents, go to Bridge Converged Platform Support and the General Instructions to Open an Incident Ticket guide.
Escalation process
If an issue cannot be resolved through the standard incident process or requires additional attention, follow the Bridge Converged Platform Support escalation process.