Want to know what is the best way to report an issue, or ask a question? Follow these guidelines.
When reporting an issue, it is best to include the following components:
If reporting a request for new functionality, make sure to include:
If asking a question, please tell us:
At Harness, we believe in continuous improvement and hence every interaction with our users is an opportunity for us to further improve our services and offerings. Therefore as soon as a ticket is Solved an automatic survey request email is sent to the requester to capture the feedback on the support experience offered.
To prevent duplication of effort, if two people in the same organization report the same issue, we will merge the two into one. A notice will be sent to all parties about the merge. Both parties will be copied on the merged ticket.
A support ticket is considered pending if it is waiting for a response from the ticket originator (the requester). Harness will send an automatic reminder two and four business days after the ticket is set to Pending. After five business days, if no response has been received, a final message will be sent, and the ticket will be marked solved, regardless of status.
The requester may re-open a solved ticket within two weeks. After that time, a ticket is marked closed and cannot be reopened.
Harness is committed to treating all customers, prospects, partners, and users with respect, empathy, and kindness, as outlined in the Harness Support Code Of Conduct.
The same is expected from anyone requesting support. Misconduct toward Harness employees and support staff may result in support tickets being closed, a ban on a specific individual from future support requests, or in the case of repeat offenders, termination of the business relationship with Harness.
Sometimes sharing files with support is needed.
To prevent a support request from being flagged as malicious, do not share executable files (*.exe, *.cmd, *.bat, etc). If you need to share a code sample, save the file with the *.txt extension before sharing.
When communicating with Harness Support, we limit attachment sizes to 7 MB per individual file and 10 MB for the entire message.
To share files exceeding the above limit, you may use our drop zone (provided by SendSafely) at harness.sendsafely.com/dropzone/support.
Do not send encrypted files or messages as Harness may not have access to decryption tools, and will not be able to respond to your message.
Make sure to not send credentials, passwords, keys, personal identifying information, secrets, tokens, or other secure content in clear text or image. Obfuscate these, or delete them all together before sending them to support.
Do not share passwords with support. We will not ask for it.
If you have found our solution helpful, or figured it out yourself, please let us know that we can close the support ticket.
You can do this yourself by logging into the support portal and marking the ticket as solved.
Please note that only the ticket's main contact (the requester) may close the ticket. You can not solve tickets you are copied on.
You may add others to your support ticket as CC. This means that they will be copied on all messages to/from Harness Support and yourself.
If you are using email, just copy the new person on the email message, and they will be copied on all future communication.
If you are using the support portal, you can mark others as copied. You can also ask your support engineer to add others as copied.