Get support
Need help with Clearline LIMS access, daily lab workflows, configuration, reporting, integrations, or tenant-specific behavior? Open a Clearline Support ticket.
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When to open a Clearline Support ticket#
Open a Clearline Support ticket when:
- a workflow is blocked and local troubleshooting did not resolve it;
- required client, sample, analysis, qualifier, QC, worksheet, or report options are missing;
- a user cannot sign in or cannot access expected work;
- an import file is rejected or maps to the wrong samples/analyses;
- a report or COA fails, is incomplete, or does not match the approved format;
- a configuration change may affect regulated output, integrations, SSO, or tenant-wide behavior.
Severity guide#
On a small screen, scroll the table horizontally to view every column.
| Severity | Use when |
|---|---|
| Critical | Production access is unavailable, a business-critical workflow is blocked for all users, or a published deliverable cannot be produced for urgent customer work. |
| High | A core workflow is blocked for a team, an integration/import failure affects active work, or launch/customer deliverables are at risk. |
| Normal | How-to questions, configuration requests, report tweaks, access updates, non-urgent troubleshooting, or planned workflow changes. |
What to include#
- Affected role or account type and current workflow status.
- Page URL and workflow step.
- A sanitized internal reference, page URL, and exact error text.
- Redacted screenshots only; do not attach regulated data, customer records, reports, credentials, or production exports.
- What you expected to happen and what happened instead.
- Exact error text.
- A redacted screenshot only; never attach a file unless Support provides an approved controlled-transfer path.
- Whether the issue affects one user, several users, or all users.
- Any deadline or customer-impact context.
What not to send#
Do not send passwords, access tokens, private keys, full payment details, or unrelated customer data in a support ticket. If Clearline needs sensitive information, support will provide a controlled way to share it.