How to Submit an Adobe DayCare Ticket

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[EDIT: Jorg Hoh offered some additional insights on the AEM help forum about what to include in your tickets: https://forums.adobe.com/message/9915282#9915282.]

At some point in your AEM development life, you will most likely need the assistance of Adobe’s support system: DayCare. Whether it is for yourself as the customer, or on behalf of your client, as the implementation partner. Let’s take some time to walk through the general process for how to submit a ticket.

Before we begin, it is necessary to point out that only named Supported Users are able to submit these tickets. Every client should have their designated Adobe DayCare Manager and, at most, ten Supported Users. If you are not one of these named users, then you will need the Adobe Daycare Manager to request you be added to the account before you can open any cases yourself. This request cannot be sent by another Supported User.

For the purposes of this article, we will talk about how to add users to an account and how to submit a ticket. You will likely start out on this page: https://helpx.adobe.com/marketing-cloud/contact-support.html. Clicking on “Create a Support Ticket” will direct you to the DayCare site and prompt you to log in with your Adobe ID.

Let’s get started.

Steps to request users be added to an Adobe DayCare account:

1. Once in DayCare account select Client’s name
2. Click ‘Create Ticket’
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3. Select type: Account Request and Feedback
4. Select Client’s name and a page will open where you will put in the appropriate information
5. Once the ticket has been started, complete the fields Ticket Title, Type of Account Request, and Request Summary
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6. In the Request Summary, include information of the user to be added:
   1. User name
   2. User email
   3. ‘Please grant XXXX access to customer daycare’
   4. ‘Please include requested user in CC field on return email’
7. An email will be sent with request information for adding new users to account

Steps to submit an Adobe DayCare ticket:

1. Once in DayCare account select Client’s name
2. Click ‘Create Ticket’
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3. Select type: Support Request (Incident Report)
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4. Select Client’s name
5. You will be redirected to a new page where the rest of the ticket will be completed. At the top of the page you will see account details as well as some information regarding Adobe Support. You should review this information before submitting the ticket as some of it details what is and is not supported, qualifications to expedite the process, and how to share large files.
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6. Below this information you will be able to complete the required fields: Ticket Title, Request Summary, How to Reproduce, Occurrence, Business Impact
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7. Complete the Priority and Product Version fields
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1. Be sure to use the P1 status with extreme caution. Abuse of P1 status has resulted in some Client’s having their support tickets deprioritized and not resolved in a timely manner.
2. When selecting the P1 status, users will receive the following message and need to confirm:
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8. You can also attach documents which could include the following:
   1. A brief description of the issue (possibly with detailed screenshots if necessary).
   2. Detailed replication steps for an Adobe Engineer to produce said issue.
   3. Any relevant file dependencies (e.g. CRX package or bundles) that they will need to replicate the issue. In other instances, where the issue can be replicated with out of the box components (this may not be necessary). It’s critical that you provide as much information about the issue or request as possible, so including supporting documents should not be overlooked.

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9. Once filled out, be sure to click ‘Submit Support Request’!

Please keep in mind, once your ticket is submitted it may not be resolved in the order it was received, but rather by priority, assessment, research, support escalation, and type of solution. In some cases, there may not even be a resolution. Getting frustrated with Adobe Support is not going to help resolve your issue, so just stay calm and try to provide as much information as possible. Every ticket will receive an acknowledgment email (or receipt) up to one business day after submission. Each incident is traceable and will contain all communications. This way you will be able to keep track of the progress made, as well as any resolution that is found. If you would like additional information from Adobe, you can visit the following URLs:

• https://helpx.adobe.com/marketing-cloud/contact-support.html
• https://daycare.day.com/public/contact.html