DataStax support is backed by a third-party CRM. Occasionally, these systems have issues and the support portal ticketing system may not function properly. If you are unable to file a support ticket via the ticketing form at support.datastax.com, please do the following:
Using your email client, create an email with the following details:
Subject: [PRIORITY LEVEL] Problem Summary
Body: Description of Issue
Attachments: Relevant log files, screenshots, etc.
Adding the PRIORITY LEVEL to the email summary will help the support agents take notice of your ticket properly. By default, all email submissions create a ticket at normal priority and will not page the on-duty engineer. Adding the PRIORITY LEVEL in the description increases the visibility and will help get you an initial response within a timely manner. The remainder of the subject line should be the same information that you would include in the ticket form Subject field.
The Body of the email should contain the same information that you use in the Description field on the ticket form.
Once you send the email, a ticket is created within the Support CRM. You should receive a confirmation email shortly after. All updates can be conducted via email until the CRM portal issues are resolved.