Getting help and support

If you experience an issue or have questions when you are using IBM watsonx Orchestrate, you can open a support case. And, if you're looking to provide feedback, see Submitting feedback.

Creating support cases for watsonx Orchestrate

You can create a support case through the watsonx Orchestrate user interface by completing the following steps:

  1. On the watsonx Orchestrate home page, click the Help (?) icon.
  2. Select the Docs and support tab, expand Resources, and click Tech support. You are directed to the IBM Support page.
  3. You are prompted with the IBM Privacy Statement.
    1. Click I consent to continue. To stop the process, click Cancel.
    2. Choose whether you want to be contacted by IBM about other products and services.
    3. Click Submit.
  4. In the Open a case page, provide the following information:
    1. Type of support is pre-filled as Product support.
    2. Enter a descriptive title in the Case title field.
    3. Product Manufacturer is prefilled as IBM.
    4. Product is prefilled as watsonx Orchestrate or watsonx Orchestrate on IBM Cloud, depending on your deployment.
    5. In Severity and account information:
      1. Select the severity based on business impact.
      2. Describe how the issue affects your business.
    6. In Description, provide a detailed explanation of the issue. Include error messages and steps to reproduce the problem. See Providing support case details for more details.
    7. Select your preferred language.
      Note: If you select a language other than English, you must choose whether you are willing to communicate in English when an agent who speaks your language is not available.
    8. Choose if you prefer Enhancement emails or Basic emails.
    9. Optionally complete the Attachments and team members and Case Template sections.
  5. Click Submit case.

After you submit the case, IBM Support contacts you by email or phone.

Getting support for watsonx Orchestrate on IBM Cloud

If your watsonx Orchestrate instance is provisioned on IBM Cloud:

  • Check the status of the watsonx Orchestrate service and related resources on the Status page.

  • Review questions on Stack Overflow to see whether other users experienced the same issue. When you ask a question, tag the question with ibm-cloud and watsonx-orchestrate so that the IBM Cloud® development teams can see it.

Support cases on IBM Cloud typically fall into one of the following categories:

  • watsonx Orchestrate specific issues

    If you encounter an issue in watsonx Orchestrate, such as error messages, unexpected behavior, or feature-related questions, refer to the previous section for guidance on creating a support case. For more information, see Creating support cases for watsonx Orchestrate.

  • IBM Cloud environment issues

    If an issue occurs in IBM Cloud environment, you must create an IBM Cloud support ticket. The examples include configuration errors, system messages, or resource limitations. To create an IBM Cloud support ticket, see Creating support cases for IBM Cloud.

    Note: Confirm that you are logged in to the correct IBM Cloud account before you submit the ticket.

  • Issues with other IBM Cloud services

    If an issue occurs with a different service on IBM Cloud, you must create an IBM Cloud support ticket. The examples include problems with services like watsonx.ai, IBM® watsonx.data, and other services. To create an IBM Cloud support ticket, see Creating support cases for IBM Cloud.

    Note: Confirm that you are logged in to the correct IBM Cloud account before you submit the ticket.

Creating support cases for IBM Cloud

Follow these steps to create a support case in IBM Cloud.

  1. Log in to your IBM Cloud account.
  2. Click the Help (?) icon > Support Center.
  3. From the Contact support section, click Create case +.
  4. Select the category for your issue.
  5. Specify watsonx Orchestrate, or the relevant IBM Cloud service, as the issue topic, and then select the subtopic that most closely matches your issue and click Next.
  6. Enter a descriptive subject for your issue.
  7. In Description, provide a detailed explanation of the issue. Include error messages and steps to reproduce the problem. See Providing support case details for more details.
  8. Complete the required fields.
  9. Complete optional fields:
    1. Attach files to provide more details about the issue you're experiencing.
    2. If you'd like a user in your account to be updated about the case, add them by using the watchlist.
    3. Select Email me updates about this case to receive support case notifications.
  10. Click Next, review your case summary, and click Submit case.

After you receive email verification for the case, follow the instructions for further communication on the issue.

Collect diagnostic data for agent performance issues

If your agents are slow or not performing as expected, and you are unable to identify the root cause, contact IBM Support. To help ensure faster troubleshooting and resolution, you must provide complete and accurate diagnostic data.

Gather details such as tenant information, AI model, agent configuration, knowledge sources, tools, channels, and trace data. See Collecting diagnostic data for performance issues for more details.

Providing support case details

To help the support team begin investigating your issue and provide a timely resolution, include clear, detailed information in your support case. When possible, describe how to reproduce the issue and provide supporting logs or screenshots. Review the following guidance when submitting a support case for issues with watsonx Orchestrate.

Recording the symptoms of the problem

When a problem occurs, whether with your tenant or your ID, you might receive a message that indicates something is wrong. Error messages often contain codes or contextual details that are essential for diagnosis.

Be sure to capture:

  • Complete error or warning messages, including codes
  • Multiple occurrences of similar messages, even if the differences seem minor
  • Any visible UI behavior that appears unexpected

Common sources of error information include:

  • Error dialog boxes
  • Failure or timeout messages
  • Issues displayed within the tenant interface

Re-creating and capturing the problem

Whenever possible, attempt to reproduce the issue before submitting your case. Include the following details to help the support team understand the context and impact:

  • Triggering action: Describe the specific action, workflow, or configuration change that initiated the issue.

  • Tenant information: Include the tenant CRN. To find it, click your profile menu and select About. Attach a screenshot of the About page if available.

  • Scope of impact: Indicate whether the issue affects a single user or multiple users. Include the email addresses of affected users.

  • User history: Specify whether the affected users are newly registered or if the issue began after a period of normal operation.

  • Recent changes: Note any recent updates, role changes, or other administrative updates.

  • Timeline: Provide the approximate date and time when the issue first occurred, and indicate whether it is ongoing or intermittent.

  • Frequency and conditions: Describe whether the issue occurs consistently, randomly, or only under specific conditions.

  • Evidence: Capture screenshots of error messages or unexpected behavior and attach them to the support case.

Uploading diagnostics information

Providing diagnostic data from your browser’s developer tools can significantly reduce the time required to identify and resolve issues. This information might include JavaScript errors, failed network requests, performance warnings, and contextual metadata related to your session.

The WO_Meta command, available in your browser’s developer tools, returns diagnostic information that helps support teams analyze environment details, feature availability, and session context.

To capture WO_Meta diagnostics:

  1. Open the browser window in which watsonx Orchestrate is running.
  2. Right-click anywhere on the page and select Inspect.
  3. Click the Console tab.
  4. At the prompt, type WO_Meta and press Enter.
  5. Expand the returned output to display all details.
  6. Copy the complete output and save it to a text file.
  7. Upload the file to your support case.

The following example shows a WO_Meta log output. This information helps support teams trace issues related to environment configuration, feature access, and session context, which is essential for troubleshooting and replicating issues.

Example WO_meta log

Submitting feedback

You can submit product feedback directly through the watsonx Orchestrate user interface:

  1. Click your profile icon.
  2. Select Provide feedback.
  3. On the feedback page, click + ADD IDEA.
  4. Complete the following required fields:
    • Your idea: Enter a summary of your idea.
    • Details: Enter more details about your idea, such as usability, benefits, and expected behavior.
    • Contact Email: Enter an email address where you can be reached.
    • Idea priority: Select the priority level for your idea.
    Note: You can optionally complete the remaining fields to provide additional context.
  5. Click ADD IDEA to submit your feedback.