Getting help and support for IBM® watsonx Orchestrate®

If you experience an issue or have questions when you are using IBM watsonx Orchestrate, you can use the following resources before you open a support case.

If your watsonx Orchestrate instance is provisioned on IBM Cloud:

  • Check the status of the watsonx Orchestrate platform and resources by going to the Status page.
  • Review Stack Overflow to see whether other users experienced the same problem. When you ask a question, tag the question with ibm-cloud and watsonx-orchestrate so that the IBM Cloud® development teams can see it.

If you still can't resolve the problem, you can open a support case. And, if you're looking to provide feedback, see Submitting feedback.

Creating support cases for watsonx Orchestrate on AWS

You can also create a support case through the watsonx Orchestrate user interface as follows:

  1. On the 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. Read the statement carefully and click I consent if you agree with the statement. If you don't agree with the IBM Privacy Statement, click cancel to quit logging.
    2. If you want to be contacted by IBM about other products and services, select Yes. Otherwise, select No.
    3. Click Submit.
  4. In the Open a case page, enter the detailed information in the following fields:
    1. The Type of support field is pre-filled as Product support.
    2. In the Case title field, enter your problem title.
    3. The Product Manufacturer field is pre-filled as IBM.
    4. The Product field is pre-filled as watsonx Orchestrate.
    5. In the Severity and account information section, you must:
      1. Choose the case severity based on the business impact of the problem.
      2. Explain how the case is impacting your business.
    6. In the Description field, enter the problem that you met. A detailed description can help the support understand your problem more accurately and thus provide solutions or answers more quickly. 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. The sections Attachments and team members and Case Template each have optional fields that you can choose to complete.
  5. Click Submit case to submit the case.

IBM support contacts you by email or call after your case is submitted. You can quickly receive expert assistance.

Creating support cases for watsonx Orchestrate on IBM Cloud

You can create a support case for watsonx Orchestrate on IBM Cloud with the following step:

Open a Support case if you are on IBM Cloud.

Providing support case details

To ensure that the support team can start investigating your case to provide a timely resolution, you must include detailed information with steps to re-create the issue, if applicable. Review the following types of information to include in your support case for issues with watsonx Orchestrate.

Recording the symptoms of the problem

Depending on the problem, whether with your tenant or your ID, you might receive a message that indicates something is wrong. Always record the error message that you see. As simple as this advice sounds, error messages often contain codes that make more sense as you investigate your problem further. You might also receive multiple error messages that look similar but have subtle differences. By recording the details of each message, you can learn more about the problem.

Sources of error messages:

  • Error dialog boxes
  • Failure messages
  • Issues that you see on the tenant

Re-creating and capturing the problem

Think back to what steps led you to this problem. Try those steps again to see whether you can easily re-create this problem. As you gather information to open a support ticket, include the following information:

  • How did you notice the problem? Was anything done differently that made you notice the problem?
  • Provide the crn details of your tenant on which you notice issues. To know the crn details, click your profile > About. Send the screenshot of the About page.
  • Has anyone else experienced this problem or is it specific to one user? Specify the user details experiencing issues (the email address used to access watsonx Orchestrate).
  • Confirm if the username that has issues is newly registered or had it worked successfully before.
  • If this process worked before, what changed?
  • The change can refer to any type of change that was done on the tenant or by the admin team on the tenant environment recently that caused the issue (for example, editing or building new skills, editing a skill set or other operations).
  • When you noticed the first symptom of this problem, were there other symptoms that occurred around that time?
  • Specify an approximate date and time when you first noticed the issue and when it last occurred.
  • What messages are generated that can indicate what the problem is? What else do you see that indicates there is a problem?
  • How often does the problem occur?
  • Capture any error messages that you see on the screen and upload them to the support ticket.

Submitting feedback

You can also submit feedback through the watsonx Orchestrate user interface as follows:

  1. Click your profile icon.
  2. Select the Provide feedback option.
  3. On the new page, click the + ADD IDEA button.
  4. Fill the form fields. The required fields are the following:
    • Your idea: Enter a summary of your idea.
    • Details: Enter more details about your idea, such as usability, benefits, and how it should work.
    • Contact Email: Enter an email to be contacted.
    • Idea priority: Select the priority level of your idea.
    Note: You can fill the other fields if you find it necessary.
  5. Click ADD IDEA to submit your feedback.