Getting help and support

Use this quick-routing guide to determine the right support path:

Is your issue inside IBM watsonx Orchestrate?

Errors, unexpected behavior, agent issues, broken actions, or feature-related questions. → Open a IBM watsonx Orchestrate product case

Is your issue related to IBM Cloud account or platform?

Resource limits, IAM access errors, billing, system messages, platform UI issues. → Open an IBM Cloud case through Support Center

Is the issue with another IBM Cloud service?

Examples: watsonx.ai, IBM® watsonx.data, and other services. → Open an IBM Cloud case for that service

Creating support cases for IBM watsonx Orchestrate

If you experience an issue or have questions when you use watsonx Orchestrate, you can open a support case.

Procedure

On the watsonx Orchestrate home page, click the Help (?) icon.
Select Docs and support, expand Resources, and click Tech support. You are directed to the IBM Support page.
Review the IBM Privacy Statement and click I consent to proceed.
In Open a case, provide:
- Case title
- Severity and business impact details
- Full issue description and reproduction steps
- Preferred language
- Email preferences and optional attachments
Click Submit case.

Getting support for watsonx Orchestrate on IBM Cloud

If your instance is provisioned on IBM Cloud:

Check the status of the watsonx Orchestrate service and related resources on the Status page.
Search or ask questions on Stack Overflow by using the tags ibm-cloud and watsonx-orchestrate.

Support case categories on IBM Cloud

Note:

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

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.

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.

Creating support cases for IBM Cloud

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

Log in to your IBM Cloud account.
Click the Help (?) icon and select Support Center.
Under Contact support, click Create case +.
Choose the category for your issue.
Select watsonx Orchestrate or the relevant IBM Cloud service as the issue topic, choose the appropriate subtopic, and click Next.
In Description, enter a clear subject and provide a detailed description, including error messages and steps to reproduce the issue. For guidance, see Providing support case details.
Complete the required fields and any optional fields, such as attaching files, adding users to the watchlist, or enabling email updates.
Click Next, review your 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. Provide complete diagnostic data, including:

Tenant information
Agent configuration
Knowledge sources and tools
Channels
Trace data

See Collecting diagnostic data for performance issues for more details.

Providing support case details

Provide clear, complete information in your support case so the support team can quickly investigate and resolve your issue. Include steps to reproduce the problem, error messages, and any supporting screenshots or logs.

Record the symptoms

Capture:

Full error or warning messages (including codes)
Repeated or similar messages
Any unexpected UI behavior

These details often appear in error dialogs, timeout messages, or within the tenant interface.

Re-create and document the issue

When possible, reproduce the issue and include:

What triggered it (a specific action or workflow)?
Tenant CRN and a screenshot of the About page
Who is affected (single or multiple users)
User history (new users or previously working)
Recent changes (roles, settings, updates)
When it started and whether it is ongoing or intermittent
Frequency and conditions
Screenshots or logs that show the problem

Upload diagnostic information

Providing diagnostic data from your browser’s developer tools can significantly reduce the required time 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:

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

This information provides environment, session, and configuration details essential for troubleshooting.

Submitting feedback

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

Click profile icon, and Provide feedback.
Click + ADD IDEA.
Enter summary, details, email, and priority.
Click ADD IDEA to submit your feedback.