How to Create a Support Issue
Based on the agreed SLA (Service Level Agreement), you can contact our support service with your questions, wishes and problems. To create a new support issue, follow the instructions below. To shorten the processing time, please provide us with as much information as possible.
- Go to our JIRA support system
- Select Camunda Support
- Choose the desired issue type.
- Provide a meaningful summary to the ticket.
- You can assign a priority to your ticket, depending on the impact an issue causes on your system.
- Provide us with a date in case of important deadlines that need to be reached.
- Enter a detailed description of your issue. Use the provided template in the description field (Steps to reproduce, Problem, Expected behavior, etc.).
- Attachments like screenshots, log files, stack traces or BPMN files help us to find and reproduce your bug faster. If possible provide log files and stack traces as plain text file.
- For bug reports and help requests, it is important to know which environment you use. Inform us about the used Camunda version, application server, database and everything else that seems to be important for your issue.
Issue Types
We categorize issues into two distinct types:
| Issue Type | Description | Important Notes |
|---|---|---|
| Bug Report | File a Bug Report if a feature of the system doesn't work properly. | Do not file Feature Requests as Bug Reports, even if you think that it is a really vital feature without which the product seems unusable. |
| Help Request | File any questions you have that are unrelated to Bug Reports or Feature Requests as Help Requests. |
Self-Service Help Request
The following self-service options are available through the JIRA portal. Select the Help Request Type and allow the Description field to auto-populate before submitting.
| Help Request Type | Description |
|---|---|
| I need the Camunda Hotline information | This will provide you the Camunda Hotline number. |
| I need my Camunda license key | This will provide your organization's Camunda license key. |
| I need the credentials for downloading Camunda | This will provide your account credentials for downloading Camunda. |
| I want to reset the company account password (Camunda download credentials) | This will guide you through the process of changing the password for your company account. |
Feature Request
Feature requests are managed separately in the Product Roadmap Portal. You can vote for features and submit missing feature requests.
When submitting a feature request, please include your use case details and explain the importance of the feature. You will receive email updates as Product Management progresses on requested features.
Priority Level
You can assign a priority level to your ticket based on the impact the issue has on your system:
| Priority Level | Description | Important Notes |
|---|---|---|
| L1 — Core Components down / in production use blocked | Total failure of the core components of the contract software (specifically process engine) or occurrence of errors that make useability in the current productive operation impossible. | Production mode only! Bug Reports, Help Requests |
| L2 — Major Error – other Components down | Use of the contractual software greatly restricted, troubleshooting urgently needed. | Bug Reports, Help Requests |
| L3 — Support Request – minimal impact | Less critical errors, help requests. | Bug Reports, Help Requests |
Phone Support
Depending on your support contract (Service Level Agreement), phone support may be included. Your support hotline number and PIN can be obtained via a Self Service request through the JIRA portal.
Support phone numbers are listed in your customer contract.
How does support hotline work?
The support hotline works as follows:
- Dial the contracted support phone number.
- Enter your 5-digit service PIN for authentication.
- You will be connected directly to our in-house technical support team — no external call center.
Camunda Success Desk
The Camunda Success Desk provides adoption guidance to designated Success Plan customers through the JIRA portal. Use the Success Desk when you need guidance — not break/fix support.
| Success Request Type | Examples of Typical Questions |
|---|---|
| Account & License Management | Adding users or Support Contacts, accessing license keys, questions about training or additional services |
| Implementation & Adoption Guidance | Best practices, architecture considerations, recommended setup, "how should we do this?" |
| General Inquiries | Anything that doesn't fit the above categories |