When facing a technical issue, you can use Strata Copilot to efficiently
open a support case or get remediation guidance. There are two ways to initiate
this process:
In a Strata Copilot chat, type Open a Case.
Click the Create a support ticket button at the
bottom of the Copilot interface.
After you begin the process of opening a support ticket, Strata Copilot guides
you through an intelligent case creation process. It begins by collecting all
necessary information upfront, ensuring that no crucial details are missed.
Strata Copilot ensures comprehensive information gathering through mandatory
data fields for each case type, while still maintaining flexibility for critical
severity cases. As you provide information, the system conducts an automated
analysis using category-specific playbooks, including a dedicated playbook for
commit issues.
Throughout this process, you'll receive real-time updates, keeping you informed
of the playbook's progress. If you need to step away, Strata Copilot preserves
your case creation state for one hour, allowing you to resume if
interrupted.
As Strata Copilot processes your input, it also leverages your case details to
provide relevant technical content resources. These resources are designed to
help you quickly address issues on your own, potentially resolving your problem
without the need to wait for a case agent. If you find that you still need
support after reviewing the provided resources, you can easily proceed with
submitting the case, now enriched with all the necessary information for swift
resolution.
This workflow provides you with a streamlined and effective support experience.
