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Creating and tracking support tickets in myAMDT

Acessing the Support Center

  1. From the myAMDT landing page, select Support in the top navigation bar.

    Figure: myAMDT landing page

  2. The system directs you to the Support Center, which displays a live overview of your tickets.

    Figure: myAMDT support center

    • Waiting for your feedback: Tickets awaiting your response
    • Open service requests: Currently active tickets
    • Closed service requests: Tickets that have been resolved or closed

Viewing existing tickets

Figure: Switch between Open/Closed service request

  1. Use the tabs to switch between Open Service Request and Closed Service Request.

  2. Click the arrow on the right side of a ticket row to open the ticket's details.

    Figure: Ticket detail dialog

Within the ticket dialog, you can:

  • Read the conversation history with AMDT Support
  • Submit a Quick Reply and select Update Service Request
  • Select View Service Request (Jira) to open the issue directly in Jira

Creating a new ticket

  1. In the Support Center, select + Open New Service Request.

    Figure: Ticket creation overview

  2. Choose the appropriate ticket type.

Tip

If you're unsure which category to select, choose General Questions.

Ticket types

Ticket type Description
Report a Bug Report a suspected defect in octoplant
Feature Request Submit an idea for product improvement; forwarded to Product Management.
Device Integration Request support for new devices; opens a SurveyMonkey form for details.
General Questions Ask standard technical support questions about octoplant
Consulting Request on-site assistance or services beyond standard support.
License & Contracts Inquire about license activation or administrative/order-related topics.
Sales Request Contact the AMDT Sales team for commercial inquiries.
my.amdt.com Report issues or ask questions related to the myAMDT portal.

Tip

You can also try the AI chatbot by selecting Start Chatting. It can answer many questions instantly. You can still create a ticket afterward if needed.

Associating a ticket with your account and providing details

  1. After selecting a ticket category (e.g., General Questions), choose the relevant Account/Serial Number.

    Figure: Open a new service request

  2. Select Next.

    Figure

  3. Complete the ticket form:

    • Summary: A brief title describing your issue
    • Description: Include steps to reproduce, expected vs. actual results, error messages, and impact
    • Attachment: Upload logs, screenshots, or configuration files (recommended)
    • Select Customer Version: Your installed octoplant version/build
    • Select Language: Your preferred language for communication

  4. Select Submit Issue.

Tip

Providing the exact product version, steps to reproduce the issue, and relevant attachments helps speed up resolution.

Troubleshooting

I can’t find a ticket I expect to see

  • Check both the Open and Closed Service Request tabs.
  • Ensure you are logged in with the account associated with the license/serial.
  • If the ticket belongs to another account within your organization, contact your myAMDT administrator to request access or reach out to AMDT Support.

Unable to select Account/Serial when creating a ticket?

  • Confirm that the license has been added to your myAMDT account and that you have the necessary permissions.
  • If needed, contact your organization’s myAMDT administrator or AMDT Support.

FAQ

Where can I see what AMDT is waiting for from me?

Navigate to the Waiting for your feedback tile and open the Open Service Request tab. Tickets requiring your response will be listed there.

Can I continue the conversation from within myAMDT?

Yes. Open the ticket using the arrow icon, enter your message in Quick Reply, and select Update Service Request. You can also open the issue directly in Jira using the provided button.