Support

1 Support login

To enable access to a Gentics CMS installation for our support staff, a special support login can be enabled by placing the Gentics support login public key in the keys directory of the CMS installation. This key is then used to verify JSON web tokens used by Gentics support staff to login to the system. To obtain the public key, please contact our support at support [at] gentics [dot] com or create a ticket via our ticket tracker system.

2 Support tickets

2.1 Before you write a ticket

  • Make sure your software is up to date
  • Check that the changelog does not contain the fix for your bug

2.2 How to write a ticket

The following guidelines can be used to enhance your ticket with additional and useful information.

  • Write a clear subject:
    • Good: “Cancelling a File Copy dialog crashes File Manager”
    • Bad: “Software crashes”
  • Add information about used software. (e.g: Firefox 134, Gentics CMS Version 6.2.0)
  • Write precise steps to reproduce the problem.
    • What happened and what did you expect to happen?
    • Add Screenshots/Screencasts if possible.
    • Add pageIds when pages are affected.
  • On which system did the problem occur? [System URL/Name]
  • License key of the installation.
  • [Optional] Add a regression window. When did the bug first appear?

The ticket can be send via email to support [at] gentics [dot] com or created via our ticket tracker system.