Reporting Issues through email

This email address is being protected from spambots. You need JavaScript enabled to view it. - e-mail address for registered users to access our customer support system.

NOTE: Support Issues can only be reported / commented on from the email address registered in your www.nomagic.com account, that has to access NO Magic customer support system (to register an issue or browse through existing ones).

The system allows you to include keywords in the email’s subject line that will allow us to route the issue to the proper support organization more quickly and thereby resolve the issue in a more timely manner.

These parameters allow the definition of many fields of the newly created issue (reporter, project, priority, affected components, affected version).

For example, if you have a question about documentation in UPDM, your email might look like this:

This email sent from registered user will create a support issue in the UPDM project. The Issue’s component will be Documentation and Requirements Management and its severity will be low.

Notes:

  1. Parameters should be listed in the email subject line with a single space between them.
  2. NO commas should be used between parameters.
  3. NO spaces should be used in body of the parameter.
  4. If a parameter value contains spaces, you must replace each space with two underscore characters. For instance, #COMPONENT=Test__Component associates the issue to Test Component. If you specify an invalid component or none at all, the issue gets associated by default to No Component.

Issuing support requests via email can be faster, compared to using the web interface http://knowledgebase.nomagic.com, however when reporting issues through email additional important information might be lost. This information loss can be mitigated by including parameters from the table below.

Table 1. Available parameters

ParameterAvailable valuesDefault value
(value which will be used if parameter is skipped)
#PROJECT All Project Key #PROJECT=MDUMLCS
#SECURITY_LEVEL #SECURITY_LEVEL=public#
SECURITY_LEVEL=private
#SECURITY_LEVEL=public
#OS #OS=MacOSXSnowLeopard*
#OS=MacOSXLeopard
#OS=MacOSXTiger
#OS=Windows7
#OS=WindowsVista
#OS=WindowsXP
#OS=Win2003
#OS=Win2000
#OS=Fedora
#OS=Ubuntu
#OS=Suse
#OS=LinuxSuse10.3
#OS=CentOS
#OS=Other
#OS=Any
None
#PROBLEM, #QUESTION, #SUGGESTION, #EXCEPTION #PROBLEM
#QUESTION
#SUGGESTION
#EXCEPTION
#PROBLEM
#COMPONENT All project components* No Component
#AFFECTS_VERSION All affected versions None
#JVM #JVM=1.4.2
#JVM=1.5.0
#JVM=1.5.x
#JVM=1.6.0
#JVM=1.6.x
#JVM=Sun_1.5.0_07
#JVM=Sun_1.5.0_11
#JVM=Sun_1.5.0_19
#JVM=Sun_1.5.0_20
#JVM=Sun_1.6.0_01
#JVM=Sun_1.6.0_02
#JVM=Sun_1.6.0_03
#JVM=Sun_1.6.0_04
#JVM=Sun_1.6.0_05
#JVM=Sun_1.6.0_06
#JVM=Sun_1.6.0_07
#JVM=Sun_1.6.0_10
#JVM=Sun_1.6.0_11
#JVM=Sun_1.6.0_12
#JVM=Sun_1.6.0_13
#JVM=Sun_1.6.0_14
#JVM=Sun_1.6.0_15
#JVM=Sun_1.6.0_10
#SEVERITY1, #SEVERITY2, #SEVERITY3, #SEVERITY4 #SEVERITY1
#SEVERITY2
#SEVERITY3
#SEVERITY4
#SEVERITY3
#REPORTER User name of registered user reporter(sender)

* The OS and COMPONENT parameters allow you to specify multiple values by listing the values separated by commas., ex. #COMPONENT=first-component-name,second-component-name,third-component-name. Note that there are no spaces inside the whole tag.

CC and BCC handling

If an email has email addresses in either the CC: or the BCC: fields, they will be added into the support issue as External Watchers. All watchers receive email notifications about any activity on the issue.

Note: Support issues that are marked private are not viewable within the support system, even if you are listed as an external watcher. Non-registered users also will be unable to see issues within the support system.

Commenting on a Support Issue

To comment an existing support issue, please reply to the notification email. The body of the email will become your comment on the issue. If you send attachments with your email, they will become attachments on the issue.

Note: It is important that issue id (e.g. [MDUMLCS-2058]) exists in the subject line.

If a commenter is not registered in www.nomagic.com, his / her comment will not be recorded into the support issue.

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For more information or a quote
please contact
sales@nomagic.com
or call +1-214-291-9100.