How to Submit a Request

Pre-Requisites

• You are required to have an email address and access to the internet. 

Methods

There are currently several ways to submit a request to Identity Fusion.

1. Submit via our Form (Article on what to include)
2. Submit via the Web Widget (Located on the bottom right of the screen)
3. Submit via RockMon (Located on the RockMon Navigation Bar)
4. Submit via Email (When submitting via email specific information is required before we can begin on the request)
   1. Send an email to support@identityfusion.com
   2. Use the Subject field to include a brief description of the request.
   3. Copy and Paste the template below in your email and fill in the information.

Email Request Template:
Requester Name: 
Requester Company: 
Project Name: 
Request Type: 
Priority: 
Related Product: 
Application/Server Name (if applicable): 
Environment Type: 
URL(s): 
Steps to Reproduce the Issue (if applicable): 
Expected vs Actual Outcome (if applicable): 
How many files are attached? 
Detailed Description: 

What to include for each item above:
Requester Name: Identify the requester
Requester Company: Identify the Company this request is being opened for
Project Name: Identify the Project this request is being opened for
Request Type: Include The Request Type (Question, Problem, Incident, Task)
Priority: Include the Priority for the request (Low, Normal, High, or Urgent)

• Low (P4) – Software is operating as designed but the customer would like to implement additional features or modify existing features.
• Normal (P3) – Software is up and running with limited or no significant impact.
• High (P2) – Software not operating with full capability but still operational.
• Urgent (P1) – Software not operational with a severe impact on Customers' business and operation.

Related Product: Include the Related Product (RockMon, AM, IDM, IG, DS, Infrastructure, Other)
Application/Server Name (if applicable): Add the Application/Server Name (if applicable)
Environment Type: Include the Environment Type (Production/Live, Demo, QA, Staging, Development, Sandbox, Other)
URL(s): Add URL(s) (if applicable)
Steps to Reproduce the Issue (if applicable): Add the Steps to Reproduce the Issue (if applicable)
Expected vs Actual Outcome (if applicable): Add the Expected vs Actual Outcome (if applicable)
How many files are attached? Indicate the number of files attached (Use 0 if there are none)
Detailed Description: Include a detailed description of what the request is about.