Using the ARIS Incident Management Portal

What is the ARIS Incident Management Portal?

The ARIS Incident Management Portal is a dedicated online platform where ARIS users can formally raise and manage support requests – called Support Incidents – for their ARIS system versions. It provides a trackable, collaborative process, ensuring every issue is logged, addressed, and resolved.

The portal is designed as your official user support service for:

• Troubleshooting technical errors or unexpected system behavior.
• Configuration assistance for setting up or optimizing your ARIS environment.
• Reporting bugs or software-related issues.

How to Use the ARIS Incident Management Portal

1. Access the portal

Sign in to the ARIS Community and navigate to the “Create a Ticket” link (Fig. 1).

Figure 1. Access to the ARIS Incident Management Portal

Also, you can go directly to the Portal at https://customer.support.aris.com/ and sign in using your corporate email address.

2. Create a support request

Once logged in, click the “Support Incident” link to open a new incident form (Fig. 2).

Figure 2. The “Support Incident” link to initiate a new request

Fill in all required fields in the form. This typically includes details about your ARIS version, environment, and a clear description of the problem. Use the provided dropdowns and fields to categorize the issue accurately, which helps speed up resolution (Fig. 3). Log separate incidents for different problems to ensure each is tracked properly.

Figure 3. The incident form for describing your issue in detail

Review the information and click "Send" at the bottom of the page to submit your request.

3. Monitor the status of your request

After submission, your request is active. You can monitor all your requests from the portal's main page (Fig. 4). A newly created request will have status “Open requests”.

Figure 4. The request list view

4. View request details and collaborate

Click on any request in your list to open its detailed view. This detail page contains the complete history: your initial description, status, all messages from the ARIS support team and your comments (Fig. 5).

Figure 5. Incident detail page with history and messages

You can answer questions and add comments directly in this window, creating a collaborative log for solving the issue (Fig. 6).

Figure 6. Adding a comment to continue the dialogue with support

Once the problem is resolved, the support team will change the status to "Closed."

5. View company-wide incidents

You can view all incidents logged by colleagues in your organization to gain insights and avoid duplicate tickets. To do this, simply select your company's name from the relevant filter (Fig. 7).

Figure 7. Filtering to view all incidents created within your company

This feature promotes knowledge sharing and helps track common issues affecting your team.

Focus on business, leave the technical issues to us

By leveraging the ARIS Incident Management Portal, you empower yourself and your organization with a professional, efficient, and transparent channel for support.

But if you don't want to deal with the portal or spend time on technical issues, our company, DAINOVA RO can offer a comprehensive support service for you. We can act as your authorized representative in communications with ARIS technical support: taking on incident registration, detailed problem description, managing all correspondence, and overseeing resolution. Furthermore, our experts perform any technical work, conduct fine-tuning, and customize your ARIS solution to fit unique business processes.

If you have any questions, please, contact us by the contact form or at info@dainovaro.com and we provide you with more information.