Open a ticket
In MySignal, use Open ticket (Abrir chamado), on the Home page (Início) or under Tickets (Chamados). The more precise your report, the sooner support starts working on it.
What happened
| Field | What to enter |
|---|---|
| Application (Aplicação) | Proton. The list shows the tools your company has a support contract for. |
| Type (Tipo) | The ticket type (see below). |
| Title (Título) | The problem in one line, from 6 to 160 characters. |
| Description (Descrição) | What you were doing, what you expected, and what happened, in at least 20 characters. |
Types
| Type | When to use it |
|---|---|
| Incident (Incidente) | A failure, outage, error, or unexpected behavior: something that worked, or should work, and doesn't. This is the default. |
| Question (Dúvida) | Guidance on how to use Proton, which is working. |
| Service request (Solicitação de serviço) | An operational request that isn't an error: granting access, preparing an environment, adjusting an organization setting. |
| Improvement request (Solicitação de melhoria) | A suggestion for evolving the product: Proton does what it should, but could do it better or do more. |
Severity and impact
Severity (Criticidade) sets the service deadlines, and the support team may revise it during triage.
| Severity | When |
|---|---|
| P1 Critical (P1 Crítica) | Proton is unavailable or an essential process is completely blocked, with no workaround. |
| P2 High (P2 Alta) | An essential feature is affected, with a partial workaround. |
| P3 Medium (P3 Média) | Moderate impact, limited to one feature or a few users. This is the default. |
| P4 Low (P4 Baixa) | A question, an improvement, or a low-impact problem. |
- Impact (Impacto): who is unable to work and since when. Required for Critical severity.
- Affected users (Usuários afetados): for example, "12 users" or "the whole QA team".
- Environment (Ambiente): where it happened, such as Production or Staging.
- Steps to reproduce (Passos para reproduzir): for an incident, the step-by-step to see the problem. It's optional, but it's usually what speeds up the analysis the most.
Attachments
Up to 10 files when opening the ticket, up to 25 MB each: images (PNG, JPG, WebP), PDF, ZIP, TXT, LOG, CSV, JSON, and XML. Later, you can attach more files in the ticket itself.
What to send in a Proton ticket
So the team can find the problem without having to ask, include in the ticket:
- the Proton organization (the name shown in the organization selector);
- the automation and the dataset, with the name or link;
- for a run with a problem, the run link and the Correlation ID, which are under Technical details in the run details;
- the time it happened and the runner or cluster used;
- the run's PDF report, a screenshot, or the relevant part of the log;
- for a portal error, a screenshot with the message, and what you clicked before it;
- for a Proton Runner problem, the Runner version and the machine's operating system (see Common issues).
:::caution Passwords and tokens Never send passwords, API tokens, or customers' personal data in the ticket or in attachments. If a log contains this data, remove it before attaching the log. :::
Submit
Open ticket submits it, and the ticket gets a number, such as SIG-2026-000123. You and your company's customer managers receive an email notification. If an attachment fails, the ticket is opened anyway: attach the file again in the ticket.
See Track your ticket.