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Siemens Industry Online Support
Siemens AG
Entry type: FAQ Entry ID: 109474501, Entry date: 10/30/2018
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How do you submit a technical COMOS query via the GTAC portal?

  • Entry
  • Associated product(s)
If you have a technical query about the COMOS product, you can submit this via the GTAC portal.

In the following we describe the procedure for this.

Procedure

  1. Open the GTAC Portal: https://www.plm.automation.siemens.com/global/en/support/.
     

  2. Click the "Create or update a support ticket" button.
      

    Fig. 01
     
    The "WebKey Login" interface opens.
  3. Enter your login data and then click the "sign in" button.

      
    Note
    If you have not yet set up a WebKey access, then proceed as described in Entry109474953
     
    Fig. 02

    The "Create new call" page opens.
  4. Here you enter all the relevant data for your request.
    Input fields marked with an asterisk (*) are mandatory fields.

    Note
    Specific questions are already stored in the "Problem text" input field.
    Please answer them in as much detail as possible and do not overwrite the questions.

    Furthermore, you can give a priority to your request.
    Click the red "i" on the right of the "Priority" field to see the priorities available. A window with the corresponding definitions opens. Select the priority you require.
        

    Fig. 03  
      

    Fig. 04

  5. Click the "Save" button to apply your inputs.


    Fig. 05
      
  6. In the dialog that opens you see the Incident Report (IR) ID created for your call.
     
    Case a.): If you do not want to upload data or documents, click the
                 "Close" button.

    Case b.): If you wish to upload data/documents relevant to your request, click the Upload link.
                  The internet page for uploading files relevant to your support request opens.
         
                 Note
                
    We recommend that you upload the following data/sublayers
                 to ensure rapid processing of your request:
                  -> A description of the incident with screenshots.
                  -> A Debug View log (see Entry ID: 109743938).
     
    Please make a note of the IR ID. You will need this later for status queries, for example,
    (see Entry: 109475801). 
              

    Fig. 06

    Concerning case b.):
    If you need a detailed description of the procedure, click the "Upload Tutorial" button and follow the instructions.
     

    Fig. 07

     
Further Information

More useful FAQ entries:
How do you set up a WebKey access for COMOS in the GTAC portal?
How do you query the status of your COMOS support requests?
What status and closure codes are there for technical queries about COMOS and what do they mean?
How do you download full versions of COMOS/COMOS Walkinside and Service Packs or order them on DVD?
How do you create a COMOS log file?

You can also go to the COMOS Forum to discuss all topics with customers and experts.
COMOS Forum (German)
COMOS Forum (English)

General information about COMOS is available at the following links:
Media System - COMOS Making data work
COMOS Product Page
COMOS Manuals
COMOS YouTube Playlist

  
More useful COMOS FAQs, Application Examples, Manuals, Forum Entries, Videos, Services and Contacts, are available on the COMOS topic page:
www.siemens.en/onlinesupport/comos 
  
Additional Keywords
Report, Request report, COMOS PR, COMOS ER, COMOS SR, COMOS IR, COMOS Technical Request, COMOS Service Line, COMOS Hotline
Security information
In order to protect technical infrastructures, systems, machines and networks against cyber threats, it is necessary to implement – and continuously maintain – a holistic, state-of-the-art IT security concept. Siemens’ products and solutions constitute one element of such a concept. For more information about cyber security, please visit
http://www.siemens.com/industrialsecurity.