> For the complete documentation index, see [llms.txt](https://knowledgebase.fabricdata.com/studio/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://knowledgebase.fabricdata.com/studio/getting-started/origin-studio-support-portal.md).

# Origin Studio Support Portal

### Before You Submit

**Self-Service Resources:**

* Visit our [Knowledge Base](https://knowledgebase.fabricdata.com/studio/) for tutorials and documentation
* Try our Support AI (Beta) for instant answers to common questions
* Check if your issue can be resolved through existing configuration guides

### Request Types

#### 1. Report a Bug

Use this form when you encounter unexpected behavior or errors in Origin Studio.

**Required Information:**

* **Summary** - Brief description of the bug
* **Provide details** - Comprehensive explanation of:
  * What you were trying to do
  * What happened instead
  * What you expected to happen
* **Steps to replicate** - Use format: `[First Action] → [Second Action] → [What went wrong]`

**Best Practices:**

* **Always attach screenshots or screen recordings** - Visual evidence helps us understand the issue faster
* Include the Application URL where the bug occurred
* Provide environment details if relevant (browser, OS, etc.)
* Note the time and frequency of occurrence

**Example Steps to Replicate:**

```
1. Navigate to Studio Library
2. Click "Create Record" 
3. Select Movie as Work Type
4. Error message appears: "Unable to load form"
```

***

#### 2. Ask Questions

Have a question about how Origin Studio works? Use this request type.

**Options Available:**

* **Support AI (Beta)** - Get instant answers powered by AI
* **Knowledge Base** - Browse comprehensive documentation at [knowledgebase.fabricdata.com/studio](https://knowledgebase.fabricdata.com/studio/)
* **Submit a Question** - If you can't find the answer

**Required Information:**

* **What is your question?** - Be specific about what you need to know
* **Provide context** - Explain what you're trying to accomplish and why

**Optional but Helpful:**

* Attach screenshots showing what you're referring to
* Include examples or scenarios

***

#### 3. Submit a Request

Use this for feature requests, training sessions, configuration assistance, or professional services.

**Request Subcategories:**

* **Training Request** - How-to guidance, platform walkthroughs, tool tutorials
* **Feature Request** - New functionality, product enhancements, "I wish it could..."
* **Configuration Request** - Settings changes, permission updates, workflow adjustments
* **Data-Related Request** - Data migration, bulk uploads, record cleanup
* **Other Request** - Anything that doesn't fit the above categories

**Required Information:**

* **Request Subcategory** - Select from dropdown
* **Summary** - Clear, concise title
* **Detailed Description** - Be as thorough as possible, including:
  * Business context and use case
  * Desired outcome
  * Any constraints or requirements
  * Users or teams affected

**Important Notes:**

* **Proposed Due Date is NOT the actual due date** - This is your ideal timeline
* We will provide an estimated completion date after reviewing your requirements
* **Incomplete requests take significantly longer to fulfill**
* The more detail you provide upfront, the faster we can deliver

{% hint style="warning" %} **Most configuration requests can be completed by you** - Check the [Knowledge Base tutorials](https://knowledgebase.fabricdata.com/studio/) first or ask our AI assistant. {% endhint %}

***

#### 4. Report P0 - Production Outage

:octagonal\_sign: **USE THIS ONLY FOR CRITICAL PRODUCTION OUTAGES** 

This is for situations where Origin Studio is completely inaccessible or critically impaired for all users in your Production/Live environment.

**When to Use This:**

* Application completely down
* All users unable to access the system
* Critical functionality broken affecting business operations
* Login/authentication failures preventing access

**When NOT to Use This:**

* Issues affecting only one user → Use "Report a Bug"
* Feature requests → Use "Requests"
* Questions about functionality → Use "Questions"
* Non-production environments (Dev, Staging) → Use "Report a Bug"

**Required Information:**

* **Summary** - Brief description of the outage
* **Impact Type** - Select from:
  * Full outage (application completely down)
  * Partial outage (specific modules unavailable)
  * Application accessible but unusable (timeouts/freezing)
  * Login/authentication failure
  * Data missing or not loading
  * Data incorrect or corrupted
  * Content not publishing/delivering
  * Critical integration failing
  * Automated workflows/scheduled jobs not running
  * Third-party connectivity broken
  * Other
* **Blast Radius** - Who is affected? (e.g., "All users in EMEA region," "Entire production tenant")
* **Outage Details** - Include:
  * **Time the outage started** (with timezone)
  * **Location/region** affected
  * **Screenshots** of error messages
  * **Chronology** of events leading to the outage
  * Application URL
  * Any recent changes or deployments

**Critical Information to Include:**

* ✓ Exact time with timezone (e.g., "Started at 14:30 GMT")
* ✓ Geographic location or user segment affected
* ✓ Screenshots of error messages or blank screens
* ✓ Timeline of events
* ✓ Any actions taken before the outage occurred

Misclassified P0 tickets will be recategorized, which may impact response priority. 

***

### Accessing the Support Portal

1. Navigate to the **Knowledge Base** menu in Origin Studio (top-right corner) or this [link](https://fabric.atlassian.net/servicedesk/customer/portal/336.).
2. Select **"Support"** from the dropdown
3. Choose your request type from the portal
4. Fill out the required fields completely
5. Attach relevant files (screenshots, recordings, documents)
6. Submit your request

***

### Tips for Faster Resolution

1. **Be specific** - Vague descriptions lead to back-and-forth clarification
2. **Include visuals** - Screenshots and recordings eliminate ambiguity
3. **Provide context** - Explain what you're trying to achieve
4. **Reference examples** - Show us similar functionality or desired behavior
5. **List all affected users/items** - Helps us understand scope
6. **Check existing resources first** - Your answer might already be in the Knowledge Base

***

### Support Response Times

* **P0 Outages** - Immediate response during business hours
* **Bugs** - Prioritized based on severity and impact
* **Questions** - Typically within 1 business day
* **Requests** - Timeline provided after requirement review

***

### Need Help?

* **Knowledge Base:** [knowledgebase.fabricdata.com/studio](https://knowledgebase.fabricdata.com/studio/)
* **Support Portal:** [fabric.atlassian.net/servicedesk/customer/portal/336](https://fabric.atlassian.net/servicedesk/customer/portal/336)
* **Support AI:** Available in the Support Portal for instant answers