Welcome! You can raise a KGS Service Desk request from the options provided.
Technical Support
Do you need help with installation, configuration or problem solving or do you have any questions about your tia® product?
Please add log files to your request and be careful not to send any sensitive data
Required fields are marked with an asterisk*
{"xsrfToken":"3d79c2e66c48f9581cdf1253c663c3b332bc2061_lout","branding":{"id":"2","key":"support","name":"KGS Service Desk","portalBaseUrl":"/servicedesk/customer/portal/2","logoUrl":"/rest/servicedesk/1/customer/viewport-resources/portal-logo/2/2"},"helpCenterBranding":{"logoUrl":"https://api.media.atlassian.com/file/0b41316e-12e9-45fb-b3fa-079c0f56cd9c/image?token=eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiI0NGQzMGVhOS05MmE0LTQxZjktYTA1Zi1iOGQwM2FmZGE5MGYiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpmaWxlOjBiNDEzMTZlLTEyZTktNDVmYi1iM2ZhLTA3OWMwZjU2Y2Q5YyI6WyJyZWFkIl19LCJleHAiOjE3NTIxNDIyMjIsIm5iZiI6MTc1MjE0MTYyMn0.mr1VECwDJ1EuHrYLCQlmnMZZTD9QdzhlvnR_UYpfHFc&client=44d30ea9-92a4-41f9-a05f-b8d03afda90f&mode=fit","logoId":"0b41316e-12e9-45fb-b3fa-079c0f56cd9c","isLogoAvailable":true,"helpCenterTitle":"Welcome to the KGS Service Desk","sharedPortalName":"KGS Service Desk","userInitialAnnouncementHeader":"","userInitialAnnouncementMessageWiki":"","translations":{"de-DE":{"helpCenterTitle":"Willkommen beim KGS Service Desk","sharedPortalName":"KGS Service Desk","localeDisplayName":"German (Germany)"},"en-US":{"helpCenterTitle":"Welcome to the KGS Service Desk","sharedPortalName":"KGS Service Desk","localeDisplayName":"English (United States)"}},"canEditAnnouncement":false,"siteDefaultLanguageTag":"en-US","userLanguageTag":"en-US","portalThemeColor":"#136c7f","helpCenterTitleColor":"#ffffff","useDefaultBanner":true,"isBannerAvailable":false,"hasTopBarBeenSplit":false},"portal":{"id":"2","key":"support","projectId":10005,"serviceDeskId":2,"name":"KGS Service Desk","description":"<p>Welcome! You can raise a KGS Service Desk request from the options provided.</p>","portalBaseUrl":"/servicedesk/customer/portal/2","reqTypes":[{"id":"19","name":"Licensing and billing questions","descriptionHtml":"","callToAction":"Licensing and billing questions","introHtml":"<p>Request a new license or replace an old one.</p>","icon":10504,"iconUrl":"https://kgs-software.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10504","groups":[2],"key":""},{"id":"9","name":"Technical Support","descriptionHtml":"<p><b>Please add log files to your request and be careful not to send any sensitive data</b></p>","callToAction":"Technical Support","introHtml":"<p>Do you need help with installation, configuration or problem solving or do you have any questions about your tia® product?</p>","icon":10472,"iconUrl":"https://kgs-software.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10472","groups":[2],"key":""},{"id":"13","name":"Emailed request","descriptionHtml":"","callToAction":"Emailed request","introHtml":"<p>Request received from your email support channel.</p>","icon":10492,"iconUrl":"https://kgs-software.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10492","groups":[],"key":""},{"id":"18","name":"Interner Support","descriptionHtml":"","callToAction":"Interner Support","introHtml":"<p>Ausschließlich für interne Supportanfragen von Consulting</p>","icon":10503,"iconUrl":"https://kgs-software.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10503","groups":[],"key":""},{"id":"65","name":"On-call service","descriptionHtml":"","callToAction":"On-call service","introHtml":"<p>On-call service</p>","icon":10505,"iconUrl":"https://kgs-software.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10505","groups":[],"key":""},{"id":"12","name":"Other questions","descriptionHtml":"","callToAction":"Other questions","introHtml":"<p>Don't see what you're looking for? Select this option and we'll help you out.</p>","icon":10466,"iconUrl":"https://kgs-software.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10466","groups":[],"key":""},{"id":"11","name":"Product trial questions","descriptionHtml":"","callToAction":"Product trial questions","introHtml":"<p>Trying out our product and want more information? Select this and we'll be happy to answer your questions.</p>","icon":10491,"iconUrl":"https://kgs-software.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10491","groups":[],"key":""},{"id":"14","name":"Report a bug","descriptionHtml":"<p><b>Please add logfiles related to your issue in the attachment area. Thanks.</b></p>","callToAction":"Report a bug","introHtml":"<p>Tell us the problems you're experiencing.</p>","icon":10476,"iconUrl":"https://kgs-software.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10476","groups":[],"key":""},{"id":"15","name":"Suggest a new feature","descriptionHtml":"","callToAction":"Suggest a new feature","introHtml":"<p>Let us know your idea for a new feature.</p>","icon":10511,"iconUrl":"https://kgs-software.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10511","groups":[],"key":""},{"id":"16","name":"Suggest improvement","descriptionHtml":"","callToAction":"Suggest improvement","introHtml":"<p>See a place where we can do better? We're all ears.</p>","icon":10498,"iconUrl":"https://kgs-software.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10498","groups":[],"key":""}],"reqGroups":[{"id":2,"name":"General"}],"orderMapping":{"2":[19,9]},"kbs":{"kbEnabled":true,"kbLink":{"appLinkId":"e8c52a2b-45f8-3862-aab6-4c31fd30e614","appLinkName":"System Confluence","appLinkUrl":"https://kgs-software.atlassian.net/wiki","spaceKey":"SUPPORT1","spaceName":"KGS Service Desk","spaceUrl":"https://kgs-software.atlassian.net/wiki/spaces/SUPPORT1","isServer":false},"labels":[],"projectKey":"SUPPORT","serviceDeskId":2,"kbLinkDomainURLs":["https://kgs-software.atlassian.net"]},"createPermission":true,"portalAnnouncement":{"portalId":2,"canEditAnnouncement":false,"canAdministerProject":false,"portalProjectKey":"SUPPORT","userLanguageHeader":"","userLanguageMessageWiki":"","defaultLanguageHeader":"","defaultLanguageMessage":"","defaultLanguageDisplayName":"English (United States)","isUsingLanguageSupport":true,"translations":{}},"canViewCreateRequestForm":true,"isProjectSimplified":false,"mediaApiUploadInformation":{"token":"eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiI0NGQzMGVhOS05MmE0LTQxZjktYTA1Zi1iOGQwM2FmZGE5MGYiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpjb2xsZWN0aW9uOnVwbG9hZC1wcm9qZWN0LTEwMDA1IjpbInJlYWQiLCJjcmVhdGUiLCJ1cGRhdGUiXSwidXJuOmZpbGVzdG9yZTp1cGxvYWQ6KiI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl0sInVybjpmaWxlc3RvcmU6Y2h1bms6KiI6WyJyZWFkIiwiY3JlYXRlIl19LCJleHAiOjE3NTIxNDI4MjIsIm5iZiI6MTc1MjE0MTYyMn0.TXkVLEkiGWcySbSFmVyiZ1IsbArCblH3UxxtjDNqDXY","targetCollection":"upload-project-10005","endpointUrl":"https://api.media.atlassian.com","clientId":"44d30ea9-92a4-41f9-a05f-b8d03afda90f","tokenDurationInMins":20},"categories":{"categoriesSupported":true,"categories":[]}},"reqCreate":{"id":9,"projectId":10005,"issueType":{"id":"10003","name":"Support"},"form":{"name":"Technical Support","descriptionHtml":"<p><b>Please add log files to your request and be careful not to send any sensitive data</b></p>","callToAction":"Technical Support","intro":"<p>Do you need help with installation, configuration or problem solving or do you have any questions about your tia® product?</p>","instructions":"<p><b>Please add log files to your request and be careful not to send any sensitive data</b></p>","icon":10472,"iconUrl":"https://kgs-software.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10472","key":""},"fields":[{"fieldType":"text","fieldId":"email","fieldConfigId":"","label":"Email confirmation to","description":"","descriptionHtml":"","required":true,"displayed":true,"presetValues":[]},{"fieldType":"text","jiraFieldType":"com.atlassian.jira.plugin.system.customfieldtypes:textfield","fieldId":"customfield_10040","fieldConfigId":"10143","label":"Company","description":"","descriptionHtml":"","required":true,"displayed":true,"presetValues":[]},{"fieldType":"text","jiraFieldType":"com.atlassian.jira.plugin.system.customfieldtypes:textfield","fieldId":"customfield_10039","fieldConfigId":"10142","label":"Phone","description":"Please let us know your telephone number, especially for high priority requests!","descriptionHtml":"<p>Please let us know your telephone number, especially for high priority requests!</p>","required":true,"displayed":true,"presetValues":[]},{"fieldType":"multiselect","jiraFieldType":"components","fieldId":"components","fieldConfigId":"","label":"Components","description":"Which components do you use?","descriptionHtml":"<p>Which components do you use?</p>","required":true,"displayed":true,"presetValues":[],"values":[{"value":"10023","label":"Lizenzanfrage","selected":false,"children":[]},{"value":"10030","label":"Other","selected":false,"children":[]},{"value":"10025","label":"SAP","selected":false,"children":[]},{"value":"10022","label":"Tomcat","selected":false,"children":[]},{"value":"10008","label":"tia® Activator","selected":false,"children":[]},{"value":"10011","label":"tia® Content Server","selected":false,"children":[]},{"value":"10020","label":"tia® Content Server - ILM","selected":false,"children":[]},{"value":"10019","label":"tia® Content Server - Index Download","selected":false,"children":[]},{"value":"10013","label":"tia® Document Router","selected":false,"children":[]},{"value":"10016","label":"tia® H5 Viewer","selected":false,"children":[]},{"value":"10010","label":"tia® Migration","selected":false,"children":[]},{"value":"10024","label":"tia® Proxy","selected":false,"children":[]},{"value":"10028","label":"tia® Read Cache","selected":false,"children":[]},{"value":"10031","label":"tia® SAPALink","selected":false,"children":[]},{"value":"10014","label":"tia® Scan","selected":false,"children":[]},{"value":"10015","label":"tia® Scan Server","selected":false,"children":[]},{"value":"10018","label":"tia® Web Service","selected":false,"children":[]},{"value":"10027","label":"tia® Write Cache","selected":false,"children":[]},{"value":"10017","label":"tia® ZADOC","selected":false,"children":[]},{"value":"10029","label":"tia®core ArchiveLink","selected":false,"children":[]},{"value":"10033","label":"tia®core CMIS","selected":false,"children":[]},{"value":"10032","label":"tia®core ILM","selected":false,"children":[]}]},{"fieldType":"text","jiraFieldType":"com.atlassian.jira.plugin.system.customfieldtypes:textfield","fieldId":"customfield_10080","fieldConfigId":"10269","label":"Component version","description":"Which component versions do you use?","descriptionHtml":"<p>Which component versions do you use?</p>","required":true,"displayed":true,"presetValues":[]},{"fieldType":"select","jiraFieldType":"priority","fieldId":"priority","fieldConfigId":"","label":"Priority","description":"","descriptionHtml":"","required":false,"displayed":true,"presetValues":[],"values":[{"value":"1","label":"Highest","selected":false,"children":[]},{"value":"2","label":"High","selected":false,"children":[]},{"value":"3","label":"Medium","selected":true,"children":[]},{"value":"4","label":"Low","selected":false,"children":[]}],"noneOptionRequired":false},{"fieldType":"text","jiraFieldType":"summary","fieldId":"summary","fieldConfigId":"","label":"Summary","description":"","descriptionHtml":"","required":true,"displayed":true,"presetValues":[]},{"fieldType":"textarea","jiraFieldType":"description","fieldId":"description","fieldConfigId":"","label":"Description","description":"","descriptionHtml":"","required":true,"displayed":true,"presetValues":[],"rendererType":"atlassian-wiki-renderer"},{"fieldType":"attachment","jiraFieldType":"attachment","fieldId":"attachment","fieldConfigId":"","label":"Attachment","description":"Please contact us for sensitive data","descriptionHtml":"<p>Please contact us for sensitive data</p>","required":false,"displayed":true,"presetValues":[]}],"userOrganisations":[],"canBrowseUsers":false,"requestCreateBaseUrl":"/servicedesk/customer/portal/2/create/9","requestValidateBaseUrl":"/servicedesk/customer/portal/2/validate/9","calendarParams":{"firstDay":0,"date":"2025-07-10T12:00:22+0200","useISO8601WeekNumbers":false,"dateIfFormat":"%e/%b/%y","dateTimeIfFormat":"%e/%b/%y %I:%M %p","timeFormat":"12"},"kbs":{"kbEnabled":true,"kbLink":{"appLinkId":"e8c52a2b-45f8-3862-aab6-4c31fd30e614","appLinkName":"System Confluence","appLinkUrl":"https://kgs-software.atlassian.net/wiki","spaceKey":"SUPPORT1","spaceName":"KGS Service Desk","spaceUrl":"https://kgs-software.atlassian.net/wiki/spaces/SUPPORT1","isServer":false},"labels":[],"projectKey":"SUPPORT","serviceDeskId":2,"kbLinkDomainURLs":["https://kgs-software.atlassian.net"]},"canRaiseOnBehalf":false,"canSignupCustomers":false,"canCreateAttachments":true,"attachmentRequiredField":false,"hasGroups":true,"canSubmitWithEmailAddress":false,"showRecaptcha":true,"siteKey":"6LePXLkdAAAAAF4gCNalrL1IvZcqbNbZf_Zakudd","mediaApiUploadInformation":{"token":"eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiI0NGQzMGVhOS05MmE0LTQxZjktYTA1Zi1iOGQwM2FmZGE5MGYiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpjb2xsZWN0aW9uOnVwbG9hZC1wcm9qZWN0LTEwMDA1IjpbInJlYWQiLCJjcmVhdGUiLCJ1cGRhdGUiXSwidXJuOmZpbGVzdG9yZTp1cGxvYWQ6KiI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl0sInVybjpmaWxlc3RvcmU6Y2h1bms6KiI6WyJyZWFkIiwiY3JlYXRlIl19LCJleHAiOjE3NTIxNDI4MjIsIm5iZiI6MTc1MjE0MTYyMn0.TXkVLEkiGWcySbSFmVyiZ1IsbArCblH3UxxtjDNqDXY","targetCollection":"upload-project-10005","endpointUrl":"https://api.media.atlassian.com","clientId":"44d30ea9-92a4-41f9-a05f-b8d03afda90f","tokenDurationInMins":20},"hasProformaForm":true,"proformaTemplateForm":{},"proforma":{"formExists":false,"formValid":true,"formTemplateData":{},"linkedJiraFields":[]},"key":""},"portalWebFragments":{"headerPanels":[],"subheaderPanels":[],"footerPanels":[],"pagePanels":{"propertyPanels":[],"legacyPropertyPanels":[]}}}