StateWarden includes an integrated Support Ticket system in the Dashboard. It keeps the full conversation, status, and email notifications for an issue in one place, tied to your account. This article describes how to open a ticket, how the ticket lifecycle works, and what information to include so that support can act on your report without unnecessary follow-up questions.
1. Accessing Your Tickets
- Log in to the Dashboard.
- Make sure a realm is active. The ticket function is bound to a realm context: the My Tickets entry only appears when a realm is selected, and new tickets are associated with the realm that is active at submission time.
- In the navbar, open HELP → My Tickets. This takes you to
/support.
The list shows the tickets you have opened - subject, status, priority, category, and the date of the last update. Click the view icon in the Actions column to open a ticket's detail page (/support/{id}).
2. Creating a Ticket
- On the
/supportpage, click New Ticket. - Complete the dialog:
- Subject - a one-line summary of the issue (required).
- Category - General (default), Bug Report, Feature Request, Billing, or Security.
- Priority - Low, Normal (default), High, or Critical. Select the level that reflects the operational impact; mislabeled priorities slow down triage.
- Message - a detailed description of the issue (required). For bug reports, follow the checklist in Section 5.
- Click Submit Ticket.
The ticket is created with the status Open, and an email confirmation is sent to the address registered on your account.
3. Ticket Lifecycle and Replies
- New tickets start as Open. While working the ticket, support staff may set it to Waiting for User when they need additional information from you.
- As the requester, you can set your own ticket to Resolved or Closed from the ticket detail page, for example when the issue is fixed on your side or no longer relevant.
- The conversation continues on the ticket detail page. Replies from the support team appear in the thread labeled StateWarden Support; respond using Add a Reply → Send Reply.
- A Closed ticket can no longer be replied to. If the issue returns, open a new ticket and reference the previous ticket ID.
Support staff process tickets in a dedicated queue and can attach internal notes to a ticket; internal notes never trigger email notifications.
4. Email Notifications
Email notifications keep you informed without watching the ticket page:
- Ticket created - an email confirmation with the ticket ID and subject is sent when you submit a ticket.
- Staff reply - an email is sent when a support engineer posts a public reply to your ticket.
Your own replies and status changes do not generate emails. Email delivery may take a moment; the ticket thread on the detail page remains the authoritative record of the conversation.
5. What to Include in a Bug Report
A bug report that contains complete technical context is resolved with fewer round trips. Include:
- Realm name - the realm in which the issue occurred.
- Device name - the affected machine, as shown in the Devices view.
- Approximate time, with timezone - when the failure occurred (e.g., "2026-09-17, around 14:30 CEST"), so support can correlate your report with realm events and agent logs.
- Event types or log excerpts - relevant entries from Events & Logs and the affected agent's logs. See Diagnostic Logs and Support Procedures for where to find them and how to generate a sanitized support bundle with
sw diag bundle. - Steps to reproduce - what you did, what you expected, and what happened instead.
For account-access problems rather than product defects - for example, a lost two-factor authentication device - follow the recovery procedure in Lost 2FA Device: Account Recovery instead of opening a bug report.
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