To access the service request form, go to the Support Portal.

  1. Complete the following fields:
    • Subject: Enter a description of your request, including the action to be taken.
    • Environment Type: Specify the type of environment affected by this request.
    • Proposed Change Window: Specify the dates or times in which you want the work complete.
  2. In the Capability list, select PingAccess service requests > Logging settings.
  3. In the Logging files field, provide the name of the affected logging files.

    pingaccess-engine_audit.log or pingaccess_agent_audit.log.

  4. In the Log level field, select the level of logging you want to obtain:
    • Trace
    • Debug
    • Error
    • Info
    • Warn
  5. In the Logging events field, specify affected logging events.
  6. In the Business Priority list, select the appropriate description:
    • Change needed by deadline to avoid business impact
    • Change modifies existing functionality
    • Change adds new functionality
  7. In the Description field, enter a description of your request.
  8. If you are tracking your request within your organization, enter the tracking ID or ticket number associated with it in the Customer Tracking ID field.
  9. To submit your request, click Save.