1) Open the Support Center

  1. On the myAMDT start page, click Support in the top navigation.

Screenshot 1 — Open “Support” from the main page

You’ll land on the Support Center with a live overview:

  • Waiting for your feedback – tickets where AMDT is waiting for your reply
  • Open service requests – your currently active tickets
  • Closed service requests – tickets that have been resolved/closed

Screenshot 2 — Support Center overview and “Open New Service Request” button

2) Browse and open existing tickets

  • Switch the view between Open Service Request and Closed Service Request using the tabs.
  • Click the arrow on the right of a row to open the ticket detail dialog.

Screenshot 3 — Switch between Open/Closed and open a ticket via the arrow

In the ticket dialog you can:

  • Read the conversation history with AMDT Support
  • Write a Quick Reply and click Update Service Request
  • Click View Service Request (Jira) to open the issue directly in Jira

Screenshot 4 — Ticket detail dialog with Quick Reply and “View Service Request (Jira)”

3) Create a new ticket

From the Support Center, click + Open New Service Request.

Ticket types (choose one)

  1. General Questions – Standard technical support questions about octoplant.
  2. Feature Request – Sends your idea to Product Management for evaluation and roadmap consideration.
  3. Device Integration – Request new devices; opens a SurveyMonkey form to capture details.
  4. Consulting – Ask for on-site assistance or services beyond standard support.
  5. License & Contracts – Administration/Order Management questions, including octoplant license activation.
  6. Sales Request – Contact the AMDT Sales team for commercial topics.
  7. my.amdt.com – Issues and questions related to the myAMDT portal itself.
Tip: If you’re not sure which category to choose, pick General Questions.

Optional: Ask the AI first

Try the AI chat bot. It can answer many questions immediately. You can still create a ticket afterward if needed.

4) Select account/serial and enter details

After picking a category (e.g., General Questions), select the Account/Serial Number to associate with the ticket, then click Next.

Screenshot 6 — Select an Account/Serial Number

Fill out the ticket form:

  • Summary – Short title of your issue
  • Description – Steps, expected vs. actual result, error messages, and impact
  • Attachment – Add logs, screenshots, configs (recommended)
  • Select Customer Version – Your installed octoplant version/build
  • Select Language – Your preferred communication language
  • Click Submit Issue

Screenshot 7 — Ticket creation form (fields + Submit Issue)

Best practice: Include exact product version, reproducible steps, and any logs or screenshots. This speeds up resolution.

Troubleshooting

I can’t find a ticket I expect to see

  • Check the Closed Service Request tab as well as Open.
  • Verify you are logged in with the account that owns the license/serial.
  • If the ticket belongs to a different account in your organization, ask your myAMDT administrator to grant you access or contact AMDT Support.

I cannot select my Account/Serial when creating a ticket

  • Ensure the license has been added to your myAMDT account and you have permissions to use it.
  • If needed, contact your organization’s myAMDT administrator or AMDT Support.

FAQ

Where can I see what AMDT is waiting for from me?
Use the Waiting for your feedback card and the Open Service Request tab; tickets requiring your reply will be listed there.

Can I continue the conversation from myAMDT?
Yes—open the ticket via the arrow, type into Quick Reply, and click Update Service Request. You can also open the issue in Jira via the provided button.