When a support ticket is raised, please ensure you provide all required ticket information and context. This will ensure we are best placed to commence meaningful investigations and aim for first contact fix. If you can’t provide this, it may slow progress toward resolution.
Basic Ticket Information
- A brief description of the question, problem, or behavior you would like us to help with. Please feel free to add any screenshots that are applicable.
- The name of the associated Project and/or Project ID; This can be via the URL on the org page.
- The Snyk Org Name and/or Snyk Org ID and the Snyk Group Name and/or Snyk Group ID
- If possible and relevant, attach project/code files; For example package.json & yarn.lock.
- The specific error reference ID, or output from the task.
- If raising a High severity ticket, please include a customer impact statement.
Additional Information
If the ticket relates to one of these technical categories below, in addition to the above information, please also provide the following details whenever possible:
| Category | Required | Details |
| CI/CD Pipeline |
- The pipeline you are using. - Debug logs |
Add `--debug` to your pipeline and include the output as an attachment in Provide your YAML file too for confirmation of commands used and context in which the snyk tests are run |
| Snyk CLI |
-Specific commands or arguments used. -Debug output of the command being run. |
-Add the `-d` or `--debug` flag to enable debug logging and please attach the debug output. (Read more: How do I enable Debug logging in the Snyk command line CLI?) |
| Snyk API |
-The full request URL, body, and headers (redacting the API token) -The full response. -A timestamp (UTC) and the user executing the call. |
N/A |
| Snyk IDE Plugin |
-The name and version of the IDE being used and whether the Snyk plugin has been updated. -Error details or debug logs, if possible |
Add `-d` or `--debug` to the additional arguments field in your IDE to generate the debug logs. These will also contain the version number requested above. |
| Snyk Container | -If possible or relevant, your Dockerfile and environment details. -Container image details and confirm if this a private. -Please also provide the arguments you are passing through and the executed container commands |
If using the Snyk CLI, add `-d` or `-- debug` to the commands to generate the debug logs. (Read more: How do I enable Debug logging in the Snyk command line CLI?) |
| GIT (SCM) Integration | The git integration used, Github, Azure etc? -The specific error or issue you’ve encountered. -Confirm if you are using a Snyk broker? -Has this worked before, and does it work for other users? |
If using broker, broker logs and docker run statement or helm install/update commands are required. Broker logs should not be filtered or grepped Passwords and tokens should be redacted from config, but urls should remain in tact for verification. |
Customer Severity
Please set the ticket severity as accurately as possible depending on the issue, problem and impact being experienced. Getting this right when the ticket is raised is an important step. In our experience most tickets will fall into the Normal category.
When raising a high severity ticket, please ensure to include an impact statement.
Snyk will retain the right to adjust the ticket severity following Technical Support triage if we feel it’s right.
| Severity | Impact | Description |
| High | Major + High | A major or key function of the Snyk service is non-operational or is highly degraded causing major or high disruption and impact to Licensee’s operations |
| Normal | Low + Medium | Minor defect or functional degradation in the Software or Platform with some or limited impact to Licensee’s operations. |
| Low | Non-Service Impacting |
Issues and questions concerning the Snyk platform, performance, functionality, or operations. No impact is experienced to Licensee’s operational capabilities. |