Escalate and Find Existing Ticket

General
1

Hello,

I have a partner, Aaseya, that has opened ticket number #SD-129233, created on May 2, 2024.

I need to escalate that ticket because the problem that they have is not being solved.

In short, they seem to be having some trouble installing the Knowledge Buddy in their lab environment.

Please let me know where to go from here.

Sell and be well,

Randy

Randy Marcin | Director, Global Partner Management and Host of the Pega Partner Hour

Mobile: +1 (571) 210-0541 | email: [email protected] | www.pega.com

2

@marcr Randy- There may be several types of lab environments, do you happen to know if this is for a Pega Labs system?

If the answer is yes, this of about their Pega Labs environment, I have confirmed that GenAI is enabled on that system.

Next they will need to follow the instructions for installing Knowledge Buddy: Pega GenAI Knowledge Buddy Installation Guide & Knowledge Buddy implementations (pega.com)

3

@PhilipShannon
I don’t know the answer to that question, but I will find out.

My question is, what does SD represent as a prefix?

And where can I find that ticket to follow up? Or is this the only place for that follow up?

4

@marcr I believe that the “SD-” is for Software Download.

To verify, I just browsed to my.pega.com and selected software, searched for and then requested Pega GenAI Knowledge Buddy. This did create a new “SD-” request, here is the info related to same:

Thank you! Your request number is SD-xxxxxx

Your order includes products that require approval with expected turnaround time between 1-2 weeks. Once approved you will receive an email with instructions to download your order. Additionally if your request includes products that have prerequisites they will be listed below and added to your order.

If you haven’t received an email after 2 weeks, please contact Pega Support.

5

@PhilipShannon okay… thank you very much.

Believe it or not, with that, I can get to the people that I need.

Thank you very much for your help.

We can mark this one as closed/resolved.

Randy