📌Origin Studio Support Portal
This guide explains how to submit different types of requests through the Origin Studio Support Portal at https://fabric.atlassian.net/servicedesk/customer/portal/336.
Before You Submit
Self-Service Resources:
Visit our Knowledge Base 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:
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
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
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4. Report P0 - Production Outage
🛑 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
Navigate to the Knowledge Base menu in Origin Studio (top-right corner) or this link.
Select "Support" from the dropdown
Choose your request type from the portal
Fill out the required fields completely
Attach relevant files (screenshots, recordings, documents)
Submit your request
Tips for Faster Resolution
Be specific - Vague descriptions lead to back-and-forth clarification
Include visuals - Screenshots and recordings eliminate ambiguity
Provide context - Explain what you're trying to achieve
Reference examples - Show us similar functionality or desired behavior
List all affected users/items - Helps us understand scope
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
Support Portal: fabric.atlassian.net/servicedesk/customer/portal/336
Support AI: Available in the Support Portal for instant answers
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