Ask for Help on AEM

To get the best help, please submit a Help Desk ticket. This allows us to track common issues, report system bugs, and provide consistent troubleshooting information with our responses. 

To receive the fastest help, provide the following information:

  1. Website name - Allows the Help Desk to find it in the system. We have hundreds of sites and grow in number every week!
  2. URL of the page in the authoring environment or the public URL if seen there. 
  3. Template used for the issue seen (Everest Main, McKinley 2 Column, etc.)
  4. Specific issue being reported (issue with a component and what is being experienced, problem with permissions, video issue, problem with the DAM, slow pages when editing, questions about best practices or how to use something, etc.)
  5. Where is the issue seen? - Public site or just within the authoring environment.
  6. Screenshots of the issue if you can provide them.
  7. Any other facts that can help to quickly troubleshoot the issue or problem. The more information provided the quicker the resolution. Less information means added follow up and a slower turnaround time to resolve the problem.