# Feedback Users can submit feedback (bugs and feature requests) via the 'Support' tab on the right side of each page in AppControl. This feature can be turned ON or OFF by setting the `Core.EnableFeedback` constant to TRUE. When enabled, the 'Feedback' and 'Tickets' tabs become visible in the 'Support' tab. When a user submits feedback it will appear in this page in the 'New' tab. After viewing the feedback you can decide to submit it to Blue Storm by clicking on the 'Submit' button. This will automatically create a new support ticket with Blue Storm, and the user will be notified. Once an hour the latest status of tickets is updated. Before submitting a ticket to Blue Storm you must fill in the following information: ### Ticket Type The ticket type indicates the type of feedback you are submitting. This helps support to prioritize ticket handling. Support for resolving incidents and bugs is always included as part of your AppControl subscription. Feature requests are always accepted (and very much appreciated!), however we cannot guarantee a response. Information requests count against your annual allocation of support tickets that has been purchased as a part of your license subscription. Blue Storm support may change the ticket type after you have submitted a ticket in case we feel the ticket has been classified incorrectly. The following are the possible ticket types: * **Incident -** Something in AppControl is not working as expected and is impacting your governance operations. Use this for unexpected behaviour, errors, or outages. * **Bug -** You have identified a reproducible defect in AppControl's behaviour that does not match the documented or expected functionality. * **Feature Request -** You would like to suggest a new capability or an improvement to existing functionality in AppControl. * **Information -** You have a question or need clarification about AppControl's functionality, configuration, or behaviour. No issue is present. ### Ticket Priority The ticket priority you set is used to help Blue Storm support determine how best to respond to your ticket. Note that the final priority of the ticket is set by Blue Storm and cannot be changed by you after you have submitted it. The possible values are: * **High -** AppControl is unavailable or a critical governance control is not functioning, with direct impact on your organization's ability to manage or audit your application portfolio. * **Medium -** AppControl is available but a feature or control is partially disrupted, limiting your ability to perform governance tasks for some applications or users. * **Low -** AppControl is functioning normally. The issue or request has no immediate impact on governance operations. ### Ticket Status Feedback that has been submitted to Blue Storm support have tiockets created for them. Each ticket has a 'ticket status'. The ticket status is used to track your support tickets and indicates who is working on what, or who is waiting for you. The possible ticekt statuses are: * **Open.** This ticket is open and is currently being worked on by support. For further details see the 'backlog status'. * **Waiting Customer.** This ticket is waiting for feedback from the customer. * **Waiting Support.** Additional comments or attachments have been added to this ticket by the customer, and support still needs to view these. * **Closed.** This ticket is closed. * **Not Yet Submitted.** This ticket has not yet been submitted to Blue Storm support. ### Backlog Status The 'backlog status' gives more details regarding what support is doing with the ticket and in which phase the support case is in. It can have the following status: * **New.** Newly submitted feedback from users and not yet submitted to Blue Storm. * **Submitted.** Feedback has been submitted to Blue Storm and a ticket has been automatically created (Feedback ID). * **Open.** Ticket has been seen / acknowledged by Blue Storm, but not action has been taken. * **Investigating.** Blue Storm is actively reviewing the feedback. * **Planned.** The feedback has been planned for implementation (new feature / bug fix). * **Implementing.** The feedback is currently being implemented. * **Testing.** The feedback has been implemented and is being tested. * **Done.** The feedback has been implemented, but not yet added to a release. * **Backlog.** The feedback has been added to the product backlog and may be implemented in the future. * **Will not Implement.** The feedback will not be implemented. This happens if it is determined that the feedback is not a bug, or the feature request is not a good fit with the product roadmap. * **Closed.** The feature has been implemented and is part of a release. {% hint style="info" %} Feedback can be closed at any time by the Platform Administrator. If feedback has already been submitted to Blue Storm, a message has to be entered to indicate why the ticket is being closed. {% endhint %} After opening a feedback item the following information is available:
Feedback Details * **Type.** The type of feedback. (possibly changed by Blue Storm after you have submitted your feedback) * **Priority.** The priority of this ticket. (possibly changed by Blue Storm after you have submitted your feedback) * **Backlog ID.** If the feedback item has been added to the AppControl product backlog the backlog ID will appear here. This can be used to view the details of the backlog item in the Blue Storm support portal. * **Status.** The current status of the feedback item. (see status list above) * **Subject.** The subject entered by the user that created the feedback. * **Description.** The description entered by the user that created the feedback.
Submitter Details This card contains the details of the user that submitted the feedback. * **User ID.** The username of the user that created the feedback. * **Email.** The email of the user that created the feedback. * **Name.** The name of the user that created the feedback.
Ticket Owner Once submitted to Blue Storm, this card contains the details of the user that submitted the feedback to Blue Storm. * **User ID.** The username of the user that submitted the feedback to Blue Storm. * **Email.** The email of the user that submitted the feedback to Blue Storm. * **Name.** The name of the user that submitted the feedback to Blue Storm.
Screenshot If present, the screenshot created by the user that created the feedback item.
Attachments Use this tile to send additional attachments to Blue Storm. Each attachment can be up to 5MB in size, and all attachments together cannot be more than 25MB.
Technical Details The technical details collected at the time the user created the feedback item. * **Page name.** The page that the user was viewing when they created the feedback. * **Browser.** The browser used by the user that created the feedback. * **Environment URL.** The URL of the environment that the user that created the feedback was using.
Note to User Platform Administrators can use this field to share notes / information with the creator of the feedback.
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