# Filing a new support request #### IMPORTANT This document has been migrated from help.launchpad.net as is, and has not yet been revised. The content might be outdated, links and images could be broken. We are aware and will fix any issues as soon as possible. So, you are going to file a new support request. Before you proceed, you should look at existing tickets in order to find similar requests who fit your needs. You can do so by looking at [support requests page](https://launchpad.net/support). This task is very important and helps a lot in order to avoid to duplicate efforts. Remember, it is always a win choice to spend some time here before attempting to insert a new ticket. ## Where to practice If this is your first time with support requests and you do not feel too confident with Launchpad support tracker, you can use the Launchpad [staging server](https://staging.launchpad.net/distros/ubuntu/+tickets) where you can insert and modify tickets as you like. It provides the same environment you will find in the real world production Launchpad, but it is wiped and updated with the production server data periodically, so every operation you are going to make will be gone for good next time a sync will be executed. Feel free to try it out! ## Filing the support request You can add a new ticket by clicking the `Request Support` link on the top left edge of the page. A form will be displayed which asks you a summary, which will be used as an initial subject of your ticket. Try to follow these rules: - Be concise - Focus your question in a few words - Avoid expressions such as “help me” or “I have got a problem” without any clue about the real matter Once you have provided a summary and clicked the `Continue` button, you will be showed a list of tickets which resemble your summary. If you did not search similar tickets before, this is the right time to do it. If no ticket matches your request, provide a detailed description of your problem and click the `Continue` button. Your ticket has been inserted and everyone can post a comment or an answer. That ticket will be marked as `Open` in the support tracker page. ## Managing support requests Once a support request has been inserted, it is possible to make a lot of things on it. Here is the main ones: ### Posting comments When selecting a support request, a text box is shown at the bottom of the page where you can insert your feedback about the given ticket. You can also insert URLs by providing full address (such as [http://launchpad.net](http://launchpad.net)) or bug reports (with the syntax `bug #number`), even if the best way to do so is by linking it through the apposite function as stated below. There are three types of feedback a user can submit: #### Additional information If you are ticket’s reporter, you can provide additional information by inserting a detailed description in the text box and pressing the `I'm Providing More Information` button. #### Information and answers proposals If you think so, you can ask the reporter to provide more information on a given ticket by inserting your motivation in the text box and pressing `Add Information Request`. That ticket will be marked as `Needs info` in the support tracker page. If you are able to give an answer proposal to a given ticket, you can do so by inserting a detailed description in the text box and pressing the `Add Answer` button. That ticket will be marked as `Answered` in the support tracker page. ### Closing tickets If you are ticket’s reporter and you have received sufficient feedback to satisfy your request, you are encouraged to close that ticket. You can do that by providing a detailed description of the procedure followed to solve a specific issue and clicking the `I Solved my Problem` button. If one or more users posted an answer, you can choose which one solved your problem by clicking the `This Solved my Problem` button located in the given answer box. This way user who posted that answer proposal will be marked as the one who solved that ticket. Once a ticket has been closed, it no longer remains in pending requests pool but it is marked as `Solved`. This helps new users a lot because they can find a solution quicker than inserting a new ticket. ### Linking existing bug The best way to report the existence of a bug report related to a ticket is by clicking on `Link Existing Bug` on the top left edge of the page. You will be asked to insert the number of the bug you wish to link. By clicking the `Link` button, a new box will appear on the right of the page which lists the bugs currently linked. Once a bug is linked, you can remove it by clicking on `Remove Bug Link`. You have to select which bug(s) you want to remove and click the `Remove` button. ### Editing requests If you ever need to modify the summary or the description of a support request, you can easily do so by clicking on `Edit Request`. Here you can specify a new summary which best describes a given ticket or edit its description. This way you can fix typos too: some tickets are redundant because reporters chose to open a new request in order to fix such errors. If you think a ticket should be assigned to a specific package, you can modify it by inserting the chosen one directly in the text box on the bottom of the page or by clicking the `(Choose...)` link on the right, where you will be able to search among the package list in order to find the right one. ### Reopen requests If you previously closed a ticket and you feel the need to reopen it, you can do so by inserting a valid reason to do so and clicking the `I'm Still Having This Problem` button. That ticket will be marked as `Open` in the support tracker page. ## Support contacts Support contacts users receive a copy of new tickets, comments, answers and every event generated by the support tracker. Anyone can join support contacts by clicking on `Support Contact` link on the top left edge of the page. Users who are support contacts have some additional abilities in support tracker management. ### Rejecting tickets Support contacts have the option to reject tickets by clicking on `Reject Request` on the top left edge of the page. They will be asked to provide a short description meant to explain why that ticket should be rejected. That ticket will be marked as `Invalid` in the support tracker page. There are situations where you are encouraged to reject support requests such as: - Duplicate tickets (by reporting a valid one) - Test tickets - Offensive content Sometimes it is not advisable to reject a request, e.g. a user placed an heavy critic about a feature she do not like (see [ticket #1601](https://launchpad.net/distros/ubuntu/+ticket/1601)).