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Submit Support Tickets

Welcome to our new support experience. We have transitioned our ticketing to Jira to provide better visibility and faster response times for your requests.

Accessing the Support Portal

The most efficient way to access the support portal is through the Game Warden app:

  1. Log in to the Game Warden app.
  2. Select Submit a Ticket from the left navigation bar.

First-time authentication

On your first visit, you'll need to authenticate your account. For the fastest setup and to sync your support history, log in using your environment credentials:

  • AFWERX Keycloak
  • Commercial Keycloak
  • FedRAMP Keycloak
Customer Support Jira

Choosing a Support Category

Once on the support page, select the category that best fits your needs:

  • Troubleshooting Request: Report errors or unexpected behavior within your deployed application.
  • Resource Provisioning: Request new environment setups or dedicated resources (e.g., data storage).
  • Pairing Session: Schedule time with a 2F engineer for technical reviews, setup, or configuration.
  • Bug Report: Report system-level glitches or features that are not functioning as intended.
  • Security Incident: Immediately flag security risks or suspected unauthorized leaks of CUI.
  • CtF Renewal: Initiate the formal renewal process for your Certificate to Field (CtF) authorization.
  • General Inquiry: Submit questions or requests that do not fit the specific categories above.
Customer Support Jira

Locating existing tickets

To view your migrated GitLab tickets or check current request status, click Requests in the top-right corner. Filter your view by:

  • My requests: Tickets you created
  • All requests: All tickets from your organization

Warning

If your issue is time-sensitive, contact your Technical Implementation Manager. They can escalate high-priority tickets and provide direct assistance.