Raising Support Tickets

AttackForge Enterprise customers can raise support tickets to help track & manage any bugs, issues or feature requests.

AttackForge Core customers can contact support directly at [e-mail].

AttackForge utilises Backlog for tracking support tickets. If you are an Enterprise customer, you will automatically receive an invitation to our workspace on Backlog. If you have not yet received an invitation, please contact your AttackForge tenant administrators to request access.

Once logged into Backlog, you will see a dashboard containing the projects which you have access to. Your organisation will have a dedicated project where you can raise your support tickets.

To get started, click on your project.

Once on your project, click Add Issue button.

Select Issue Type:

Selecting an appropriate priority for your ticket

Priority 1 Incident CRITICAL

Security incident or application not working. Support will work with you 24x7 until resolution. Examples of a Priority 1 incident include:

• Application is down

• Users cannot log in

• Security incident

Priority 2 Incident HIGH

Defects affecting core functionality resulting in limited use of AttackForge. Examples of a Priority 2 incident include:

• Cannot create a Project or Project Request

• Cannot create a Vulnerability

• Cannot download a Report

Priority 3 Incident MEDIUM

Defects affecting non-core functionality. No major impact to ability to use AttackForge. Examples of a Priority 3 Incident include:

• Cannot clone a Project

• Cannot create a Writeup

• Cannot update a Test Case

Priority 4 Incident LOW

Minor bugs or defects. Examples of a Priority 4 Incident include:

• Cannot update a single field on a record

• User interface limitation, for example table loading incorrectly or filtering not working

• Application performance issues

Priority 5 General Request INFO

Feature requests and general enquires.

Enter in details for your request. For bugs, please ensure to include the following information otherwise your ticket may be delayed or rejected.

• Description

  • Include detailed information relating to the incident or bug. This should include the page it is observed on, the activities performed leading to the bug, any specific data you entered triggering the bug, etc.

• Steps to Reproduce

  • This is Important! We need to be able to reproduce the issue otherwise we may be limited in fixing it for you. Please include detailed steps to reproduce the bug.

• Expected Outcome

  • Include information relating to what you were expecting the functionality to do

• Observations

  • Include information relating to the actual outcome and what you had observed.

Assign the issue to AttackForge Support team member

Upload supporting screenshots to help us troubleshoot the issue faster.

Click Add button to submit your ticket.

Once your ticket is submitted, you will receive a confirmation message. AttackForge Support team is now aware of your ticket and will be working with you to resolve the incident or bug, or get back to you on the general enquiry or feature request.