Technical Support Request

Please fill as much information as possible to support us in supporting you.

Required fields are marked with an asterisk

{"xsrfToken":"7d87c994ba7c0b17a6e400975aae1a670953f61a_lout","branding":{"id":"9","key":"phd","name":"PAT Helpdesk","portalBaseUrl":"/servicedesk/customer/portal/9","logoUrl":"/rest/servicedesk/1/customer/viewport-resources/portal-logo/9/3","theme":{"headerBGColor":"#ffffff","headerLinkColor":"#292929","headerLinkHoverColor":"#c76000","headerLinkHoverBGColor":"#c76000","headerBadgeColor":"#c76000"}},"helpCenterBranding":{"logoId":"","isLogoAvailable":false,"helpCenterTitle":"Welcome to the BARTEC BENKE - PAT Helpdesk","sharedPortalName":"BARTEC BENKE - PAT Helpdesk","translations":{"de-DE":{"helpCenterTitle":"Willkommen beim BARTEC BENKE - PAT Helpdesk","sharedPortalName":"PAT Helpdesk","localeDisplayName":"German (Germany)"},"en-US":{"helpCenterTitle":"Welcome to the BARTEC BENKE - PAT Helpdesk","sharedPortalName":"BARTEC BENKE - PAT Helpdesk","localeDisplayName":"English (United States)"}},"canEditAnnouncement":false,"siteDefaultLanguageTag":"en-US","userLanguageTag":"en-US","portalThemeColor":"#e57200","helpCenterTitleColor":"#5b6770","bannerMediaApiUrl":"https://api.media.atlassian.com/file/88bd9524-1f1b-4e18-babe-7c7cf5a6c040/image?token=eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiJiYTUwZDU0Yy02ZjQ5LTQ2NDEtYTYxMy0wNmY2NjNjM2JmNGYiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpmaWxlOjg4YmQ5NTI0LTFmMWItNGUxOC1iYWJlLTdjN2NmNWE2YzA0MCI6WyJyZWFkIl19LCJleHAiOjE3NTE1ODIyNTIsIm5iZiI6MTc1MTU4MTY1Mn0.6yV1YHhHH3XKS1v6b6aF9ibAXPOGOV3NiTmWlnSHNqg&client=ba50d54c-6f49-4641-a613-06f663c3bf4f&height=300&mode=fit","bannerMediaApiFileId":"88bd9524-1f1b-4e18-babe-7c7cf5a6c040","useDefaultBanner":false,"isBannerAvailable":true,"topBarColor":"#FFFFFF","topBarTextColor":"#172B4D","hasTopBarBeenSplit":true},"portal":{"id":"9","key":"phd","projectId":10057,"serviceDeskId":9,"name":"PAT Helpdesk","description":"Welcome! You can raise a request for the PAT Helpdesk Team using the options provided.","portalBaseUrl":"/servicedesk/customer/portal/9","reqTypes":[{"id":"60","name":"Submit a complaint","descriptionHtml":"","callToAction":"Submit a complaint","introHtml":"Report an issue or deviation – we’ll investigate and take corrective action.","icon":10518,"iconUrl":"https://pat.helpdesk.bartec.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10518","groups":[11],"key":""},{"id":"61","name":"Submit feedback","descriptionHtml":"We believe that feedback is an essential source for improvement of our products, services, processes and behaviours. Please tell us your experience you made with us. What went good or not so good?","callToAction":"Submit feedback","introHtml":"How did we do? We greatly appreciate your feedback!","icon":10542,"iconUrl":"https://pat.helpdesk.bartec.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10542","groups":[11],"key":""},{"id":"63","name":"Technical Support Request","descriptionHtml":"Please fill as much information as possible to support us in supporting you.","callToAction":"Technical Support Request","introHtml":"Looking for technical support? How can we help?","icon":10541,"iconUrl":"https://pat.helpdesk.bartec.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10541","groups":[11],"key":""}],"reqGroups":[{"id":11,"name":"Customers"}],"orderMapping":{"13":[62],"14":[61],"15":[61],"47":[61],"48":[61],"80":[61],"11":[63,61,60],"12":[55]},"kbs":{"kbEnabled":false,"serviceDeskId":-1},"createPermission":true,"portalAnnouncement":{"portalId":9,"canEditAnnouncement":false,"canAdministerProject":false,"portalProjectKey":"PHD","userLanguageHeader":"","userLanguageMessageWiki":"","defaultLanguageHeader":"","defaultLanguageMessage":"","defaultLanguageDisplayName":"English (United States)","isUsingLanguageSupport":true,"translations":{}},"canViewCreateRequestForm":true,"isProjectSimplified":false,"mediaApiUploadInformation":{"token":"eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiJiYTUwZDU0Yy02ZjQ5LTQ2NDEtYTYxMy0wNmY2NjNjM2JmNGYiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpjb2xsZWN0aW9uOnVwbG9hZC1wcm9qZWN0LTEwMDU3IjpbInJlYWQiLCJjcmVhdGUiLCJ1cGRhdGUiXSwidXJuOmZpbGVzdG9yZTp1cGxvYWQ6KiI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl0sInVybjpmaWxlc3RvcmU6Y2h1bms6KiI6WyJyZWFkIiwiY3JlYXRlIl19LCJleHAiOjE3NTE1ODI4NTIsIm5iZiI6MTc1MTU4MTY1Mn0.9bre0j9up3wZdBZqP4jH6jJK7F-kmIiNoACQq82lL9s","targetCollection":"upload-project-10057","endpointUrl":"https://api.media.atlassian.com","clientId":"ba50d54c-6f49-4641-a613-06f663c3bf4f","tokenDurationInMins":20}},"reqCreate":{"id":63,"projectId":10057,"issueType":{"id":"10069","name":"Technical Support Request"},"form":{"name":"Technical Support Request","descriptionHtml":"Please fill as much information as possible to support us in supporting you.","callToAction":"Technical Support Request","intro":"Looking for technical support? How can we help?","instructions":"Please fill as much information as possible to support us in supporting you.","icon":10541,"iconUrl":"https://pat.helpdesk.bartec.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10541","key":""},"fields":[{"fieldType":"text","fieldId":"email","fieldConfigId":"","label":"Email confirmation to","description":"","descriptionHtml":"","required":true,"displayed":true,"presetValues":[]},{"fieldType":"text","jiraFieldType":"summary","fieldId":"summary","fieldConfigId":"","label":"Request Title (short and descriptive)","description":"Please enter a brief yet informative title for your request. This title will be used in further correspondence, so make sure it clearly reflects the main topic (e.g., 'Urgent Issue – Sensor Malfunction').\"","descriptionHtml":"Please enter a brief yet informative title for your request. This title will be used in further correspondence, so make sure it clearly reflects the main topic (e.g., 'Urgent Issue – Sensor Malfunction').\"","required":true,"displayed":true,"presetValues":[]},{"fieldType":"select","jiraFieldType":"com.atlassian.jira.plugin.system.customfieldtypes:select","fieldId":"customfield_10668","fieldConfigId":"10869","label":"Response Language","description":"Please specify your preferred language for automated responses and communication.","descriptionHtml":"Please specify your preferred language for automated responses and communication.","required":true,"displayed":true,"presetValues":[],"values":[{"value":"10810","label":"EN (english / englisch)","selected":true,"children":[]},{"value":"10811","label":"DE (german / deutsch)","selected":false,"children":[]}],"noneOptionRequired":false}],"userOrganisations":[],"canBrowseUsers":false,"requestCreateBaseUrl":"/servicedesk/customer/portal/9/create/63","requestValidateBaseUrl":"/servicedesk/customer/portal/9/validate/63","calendarParams":{"firstDay":0,"date":"2025-07-04T00:27:33+0200","useISO8601WeekNumbers":false,"dateIfFormat":"%e/%b/%y","dateTimeIfFormat":"%e/%b/%y %I:%M %p","timeFormat":"12"},"kbs":{"kbEnabled":false,"serviceDeskId":-1},"canRaiseOnBehalf":false,"canSignupCustomers":false,"canCreateAttachments":true,"attachmentRequiredField":false,"hasGroups":true,"canSubmitWithEmailAddress":false,"showRecaptcha":true,"siteKey":"6LePXLkdAAAAAF4gCNalrL1IvZcqbNbZf_Zakudd","mediaApiUploadInformation":{"token":"eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiJiYTUwZDU0Yy02ZjQ5LTQ2NDEtYTYxMy0wNmY2NjNjM2JmNGYiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpjb2xsZWN0aW9uOnVwbG9hZC1wcm9qZWN0LTEwMDU3IjpbInJlYWQiLCJjcmVhdGUiLCJ1cGRhdGUiXSwidXJuOmZpbGVzdG9yZTp1cGxvYWQ6KiI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl0sInVybjpmaWxlc3RvcmU6Y2h1bms6KiI6WyJyZWFkIiwiY3JlYXRlIl19LCJleHAiOjE3NTE1ODI4NTMsIm5iZiI6MTc1MTU4MTY1M30.K8fQaMYGp6iCbIOEKNXosS8I3diQB1Un2P6ETD26QDQ","targetCollection":"upload-project-10057","endpointUrl":"https://api.media.atlassian.com","clientId":"ba50d54c-6f49-4641-a613-06f663c3bf4f","tokenDurationInMins":20},"hasProformaForm":true,"proformaTemplateForm":{"id":8237980525634064,"updated":"2025-03-19T06:41:09.259575418Z","publish":{"jira":{"submitOnCreate":true,"validateOnCreate":true},"portal":{"portalRequestTypeIds":[63],"submitOnCreate":true,"validateOnCreate":true}},"design":{"settings":{"templateId":8237980525634064,"name":"Technical Support Request","submit":{"lock":true,"pdf":false},"primaryLocale":"en-US","translatedLocale":"en-US","templateFormUuid":"db039203-60b6-4279-8cef-0de8ecd5ca90"},"layout":[{"version":1,"type":"doc","content":[{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":49},"layout":"default","localId":"63e05300-ac5d-4e32-8e0e-35f6fcc0495b"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":50},"layout":"default","localId":"777afdef-5de4-4ef3-9b74-9dfc8f6a66bc"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":51},"layout":"default","localId":"279bd57c-c03f-4942-9234-67e27517ecf8"}},{"type":"rule"},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":45},"layout":"default","localId":"32d6b811-e91d-48c6-9ba8-2e436ce3b2e6"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":47},"layout":"default","localId":"eaf3acf6-7973-4298-9d3f-30944c9c774e"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":48},"layout":"default","localId":"8bbf48e2-5889-4ca9-9eeb-1c7f5fbc678a"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":43},"layout":"default","localId":"490e825d-8a17-4c0b-a50f-a3912c6dbe3d"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":38},"layout":"default","localId":"ce517647-1664-4564-a785-087dc079fc72"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":29},"layout":"default","localId":"4efd6e3b-6c06-4900-9eba-d7fa2e898f7c"}}]},{"version":1,"type":"doc","content":[{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":55},"layout":"default","localId":"96834f7b-9d11-4741-a3f3-31542328378d"}}]}],"conditions":{"56":{"t":"sh","i":{"co":{"cIds":{"47":["10682:10686","10682:10687","10682:10688","10682:10689"]}}},"o":{"sIds":["1"]}}},"sections":{"1":{"name":"System Information","conditions":["56"]}},"questions":{"45":{"type":"rt","label":"Support Request Description","description":"Please describe your request or technical issues you are facing","validation":{"rq":true},"jiraField":"customfield_10578","questionKey":""},"51":{"type":"tl","label":"Company","description":"Tell us the name of your company","validation":{"rq":true},"jiraField":"customfield_10572","questionKey":""},"55":{"type":"at","label":"System Information","description":"Please upload the system information of the evaluation unit","validation":{"rq":false},"choices":[],"questionKey":""},"50":{"type":"tl","label":"Phone Number","description":"Please enter your Phone Number in case you wish an urgent call.","validation":{"rq":false},"jiraField":"customfield_10565","questionKey":""},"48":{"type":"ts","label":"Serial Number","description":"Please enter the Serial Number","validation":{"rq":false},"jiraField":"customfield_10570","questionKey":""},"43":{"type":"tl","label":"Product Location / Place of Installation ","description":"Help us to locate your product by entering address, location or site name where our product is installed (e.g. Hamburg Site / Analyzer Street 5 / Germany / Gas Dryer Unit 1)","validation":{"rq":false},"jiraField":"customfield_10576","defaultAnswer":{"text":""},"questionKey":""},"49":{"type":"tl","label":"Name","description":"How may we address you?","validation":{"rq":true},"jiraField":"customfield_10564","questionKey":""},"47":{"type":"cc","label":"Product Line and Product","description":"Please select Product Line and Product","validation":{"rq":true},"jiraField":"customfield_10574","questionKey":""},"38":{"type":"tl","label":"Application","description":"Please enter application details (Measurement Task, Sample Composition, Range, Temperature, Pressure, ...)","validation":{"rq":false},"jiraField":"customfield_10575","questionKey":""},"29":{"type":"at","label":"Attachment","description":"Please upload helpful informations like pictures, screenshots or system informations","validation":{"rq":false},"choices":[],"questionKey":""}}},"uuid":"db039203-60b6-4279-8cef-0de8ecd5ca90"},"proforma":{"formExists":true,"formValid":true,"formTemplateData":{"id":8237980525634064,"updated":"2025-03-19T06:41:09.259575418Z","publish":{"jira":{"submitOnCreate":true,"validateOnCreate":true},"portal":{"portalRequestTypeIds":[63],"submitOnCreate":true,"validateOnCreate":true}},"design":{"settings":{"templateId":8237980525634064,"name":"Technical Support Request","submit":{"lock":true,"pdf":false},"primaryLocale":"en-US","translatedLocale":"en-US","templateFormUuid":"db039203-60b6-4279-8cef-0de8ecd5ca90"},"layout":[{"version":1,"type":"doc","content":[{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":49},"layout":"default","localId":"63e05300-ac5d-4e32-8e0e-35f6fcc0495b"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":50},"layout":"default","localId":"777afdef-5de4-4ef3-9b74-9dfc8f6a66bc"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":51},"layout":"default","localId":"279bd57c-c03f-4942-9234-67e27517ecf8"}},{"type":"rule"},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":45},"layout":"default","localId":"32d6b811-e91d-48c6-9ba8-2e436ce3b2e6"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":47},"layout":"default","localId":"eaf3acf6-7973-4298-9d3f-30944c9c774e"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":48},"layout":"default","localId":"8bbf48e2-5889-4ca9-9eeb-1c7f5fbc678a"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":43},"layout":"default","localId":"490e825d-8a17-4c0b-a50f-a3912c6dbe3d"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":38},"layout":"default","localId":"ce517647-1664-4564-a785-087dc079fc72"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":29},"layout":"default","localId":"4efd6e3b-6c06-4900-9eba-d7fa2e898f7c"}}]},{"version":1,"type":"doc","content":[{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":55},"layout":"default","localId":"96834f7b-9d11-4741-a3f3-31542328378d"}}]}],"conditions":{"56":{"t":"sh","i":{"co":{"cIds":{"47":["10682:10686","10682:10687","10682:10688","10682:10689"]}}},"o":{"sIds":["1"]}}},"sections":{"1":{"name":"System Information","conditions":["56"]}},"questions":{"45":{"type":"rt","label":"Support Request Description","description":"Please describe your request or technical issues you are facing","validation":{"rq":true},"jiraField":"customfield_10578","questionKey":""},"51":{"type":"tl","label":"Company","description":"Tell us the name of your company","validation":{"rq":true},"jiraField":"customfield_10572","questionKey":""},"55":{"type":"at","label":"System Information","description":"Please upload the system information of the evaluation unit","validation":{"rq":false},"choices":[],"questionKey":""},"50":{"type":"tl","label":"Phone Number","description":"Please enter your Phone Number in case you wish an urgent call.","validation":{"rq":false},"jiraField":"customfield_10565","questionKey":""},"48":{"type":"ts","label":"Serial Number","description":"Please enter the Serial Number","validation":{"rq":false},"jiraField":"customfield_10570","questionKey":""},"43":{"type":"tl","label":"Product Location / Place of Installation ","description":"Help us to locate your product by entering address, location or site name where our product is installed (e.g. Hamburg Site / Analyzer Street 5 / Germany / Gas Dryer Unit 1)","validation":{"rq":false},"jiraField":"customfield_10576","defaultAnswer":{"text":""},"questionKey":""},"49":{"type":"tl","label":"Name","description":"How may we address you?","validation":{"rq":true},"jiraField":"customfield_10564","questionKey":""},"47":{"type":"cc","label":"Product Line and Product","description":"Please select Product Line and Product","validation":{"rq":true},"jiraField":"customfield_10574","questionKey":""},"38":{"type":"tl","label":"Application","description":"Please enter application details (Measurement Task, Sample Composition, Range, Temperature, Pressure, ...)","validation":{"rq":false},"jiraField":"customfield_10575","questionKey":""},"29":{"type":"at","label":"Attachment","description":"Please upload helpful informations like pictures, screenshots or system informations","validation":{"rq":false},"choices":[],"questionKey":""}}},"uuid":"db039203-60b6-4279-8cef-0de8ecd5ca90"},"linkedJiraFields":["customfield_10578","customfield_10570","customfield_10572","customfield_10574","customfield_10564","customfield_10575","customfield_10565","customfield_10576"]},"key":""},"portalWebFragments":{"headerPanels":[],"subheaderPanels":[],"footerPanels":[],"pagePanels":{"propertyPanels":[],"legacyPropertyPanels":[]}}}

{"headless":false,"tourEnabled":false,"wacLink":"https://www.atlassian.com/software/jira/service-desk/powered-by?utm_medium=jira-in-product&utm_source=jira_service_desk_portal_footer&utm_content=bartec-pat","serviceDeskVersion":"3.3.0-OD","contextPath":"","xsrfToken":"7d87c994ba7c0b17a6e400975aae1a670953f61a_lout","baseUrl":"https://pat.helpdesk.bartec.com/servicedesk/customer","relativeBaseUrl":"/servicedesk/customer","jiraDisplayUrl":"https://bartec-pat.atlassian.net","customerLoginEnabled":true,"maxAttachmentSize":"1073741824","gravatarEnabled":true,"onDemand":true,"disabledFeatures":[],"enabledDarkFeatures":[],"calendarDateData":{"months":["January","February","March","April","May","June","July","August","September","October","November","December"],"monthsShort":["Jan","Feb","Mar","Apr","May","Jun","Jul","Aug","Sep","Oct","Nov","Dec"],"weekdaysShort":["Sun","Mon","Tue","Wed","Thu","Fri","Sat"],"weekdays":["Sunday","Monday","Tuesday","Wednesday","Thursday","Friday","Saturday"]},"mediaApiExternalUrl":"https://api.media.atlassian.com","mediaApiAppClientId":"ba50d54c-6f49-4641-a613-06f663c3bf4f","optedInFeatures":{},"fabricEmojiUrl":"/gateway/api","helpCenterType":"BASIC","traceId":"1e592626df624e1f87416cad62e25d50","siteDefaultLanguageTag":"en-US","featuredValues":{"multiHelpCenterEnabled":false,"hcAIAnswersEnabled":false,"jsmAiConfigEnabled":false,"helpCenterCustomizationEnabled":false},"helpCenterHomePageSlug":"portals","anonymousEnabled":true,"requestIntroEnabled":true}