DNA Software Customer Support

Welcome Existing Customers!

Raise a request with the DNA Software Customer Care Team to get support for purchased products.

What can we help you with?

Report a bug

Required fields are marked with an asterisk

{"xsrfToken":"3c45ffa2c1d2439004c2a05a5843e49f60540d01_lout","branding":{"id":"1","key":"dshd","name":"DNA Software Customer Support","portalBaseUrl":"/servicedesk/customer/portal/1"},"helpCenterBranding":{"logoUrl":"https://api.media.atlassian.com/file/e9fc6c85-4fcf-494a-a404-1695e314ea53/image?token=eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiJhNDE2YzJjYi05N2Y3LTRjZWQtOWJiNi1mOWRkOGMwNTM0ODkiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpmaWxlOmU5ZmM2Yzg1LTRmY2YtNDk0YS1hNDA0LTE2OTVlMzE0ZWE1MyI6WyJyZWFkIl19LCJleHAiOjE3NTI3OTc4NzcsIm5iZiI6MTc1Mjc5NzI3N30.PCxa1_wOoOu3s9Mjmq_NWNE6AfrVIiCxpvIi9G1M1F0&client=a416c2cb-97f7-4ced-9bb6-f9dd8c053489&mode=fit","logoId":"e9fc6c85-4fcf-494a-a404-1695e314ea53","isLogoAvailable":true,"helpCenterTitle":"Welcome to the DNA Software Help Center","sharedPortalName":"DNA Software Help Center","userInitialAnnouncementHeader":"","userInitialAnnouncementMessageWiki":"","translations":{"en-US":{"helpCenterTitle":"Welcome to the DNA Software Help Center","sharedPortalName":"DNA Software Help Center","localeDisplayName":"English (United States)"}},"canEditAnnouncement":false,"siteDefaultLanguageTag":"en-US","userLanguageTag":"en-US","portalThemeColor":"#0074e0","helpCenterTitleColor":"#ffffff","bannerMediaApiUrl":"https://api.media.atlassian.com/file/2f09ed5e-dd7f-4970-a1af-5bde41727973/image?token=eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiJhNDE2YzJjYi05N2Y3LTRjZWQtOWJiNi1mOWRkOGMwNTM0ODkiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpmaWxlOjJmMDllZDVlLWRkN2YtNDk3MC1hMWFmLTViZGU0MTcyNzk3MyI6WyJyZWFkIl19LCJleHAiOjE3NTI3OTc4NzcsIm5iZiI6MTc1Mjc5NzI3N30.WUz8eDyV5h_W-_-0Pu5Bg8ukw0cBCuBfpiq7Azoj_YM&client=a416c2cb-97f7-4ced-9bb6-f9dd8c053489&height=300&mode=fit","bannerMediaApiFileId":"2f09ed5e-dd7f-4970-a1af-5bde41727973","useDefaultBanner":false,"isBannerAvailable":true,"hasTopBarBeenSplit":false},"portal":{"id":"1","key":"dshd","projectId":12708,"serviceDeskId":1,"name":"DNA Software Customer Support","description":"Welcome Existing Customers!\nRaise a request with the DNA Software Customer Care Team to get support for purchased products.","portalBaseUrl":"/servicedesk/customer/portal/1","reqTypes":[{"id":"27","name":"Expert scientific consulting","descriptionHtml":"","callToAction":"Expert scientific consulting","introHtml":"Request for expert guidance to optimize use of DNAS products","icon":10733,"iconUrl":"https://dnasoft.jira.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10733","groups":[5],"key":""},{"id":"40","name":"Kit product support","descriptionHtml":"","callToAction":"Kit product support","introHtml":"Need help with DNA Kit products?","icon":10834,"iconUrl":"https://dnasoft.jira.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10834","groups":[5],"key":""},{"id":"4","name":"Other questions","descriptionHtml":"","callToAction":"Other questions","introHtml":"Don't see what you're looking for? Select this option and we'll help you out.","icon":10863,"iconUrl":"https://dnasoft.jira.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10863","groups":[5],"key":""},{"id":"6","name":"Report a bug","descriptionHtml":"","callToAction":"Report a bug","introHtml":"Tell us the problems you're experiencing.","icon":10859,"iconUrl":"https://dnasoft.jira.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10859","groups":[5],"key":""},{"id":"39","name":"Software product support","descriptionHtml":"","callToAction":"Software product support","introHtml":"Need help with DNA Software products?","icon":10834,"iconUrl":"https://dnasoft.jira.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10834","groups":[5],"key":""},{"id":"8","name":"Suggest improvement","descriptionHtml":"","callToAction":"Suggest improvement","introHtml":"See a place where we can do better? We're all ears.","icon":10853,"iconUrl":"https://dnasoft.jira.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10853","groups":[5],"key":""},{"id":"1","name":"Technical product support","descriptionHtml":"","callToAction":"Technical product support","introHtml":"Need help with getting started with DNA Software products? Select this to request assistance.","icon":10834,"iconUrl":"https://dnasoft.jira.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10834","groups":[5],"key":""},{"id":"33","name":"DNAS Consulting Contract","descriptionHtml":"","callToAction":"DNAS Consulting Contract","introHtml":"Defined custom consulting contract for external customers","icon":10836,"iconUrl":"https://dnasoft.jira.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10836","groups":[],"key":""},{"id":"32","name":"DNAS Program","descriptionHtml":"","callToAction":"DNAS Program","introHtml":"Ongoing program","icon":10715,"iconUrl":"https://dnasoft.jira.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10715","groups":[],"key":""},{"id":"12","name":"DNAS Project","descriptionHtml":"","callToAction":"DNAS Project","introHtml":"","icon":10837,"iconUrl":"https://dnasoft.jira.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10837","groups":[],"key":""},{"id":"5","name":"Emailed request","descriptionHtml":"","callToAction":"Emailed request","introHtml":"Request received from your email support channel.","icon":10841,"iconUrl":"https://dnasoft.jira.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10841","groups":[],"key":""},{"id":"11","name":"Internal task","descriptionHtml":"","callToAction":"Internal task","introHtml":"","icon":10703,"iconUrl":"https://dnasoft.jira.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10703","groups":[],"key":""},{"id":"73","name":"IT Support","descriptionHtml":"","callToAction":"IT Support","introHtml":"Internal IT support for DNAS Employees and systems","icon":10704,"iconUrl":"https://dnasoft.jira.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10704","groups":[],"key":""},{"id":"34","name":"Junk Mail","descriptionHtml":"","callToAction":"Junk Mail","introHtml":"Junk requests","icon":10745,"iconUrl":"https://dnasoft.jira.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10745","groups":[],"key":""},{"id":"38","name":"Project Planning","descriptionHtml":"","callToAction":"Project Planning","introHtml":"Task for project planning","icon":10830,"iconUrl":"https://dnasoft.jira.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10830","groups":[],"key":""},{"id":"26","name":"Project Requirement","descriptionHtml":"","callToAction":"Project Requirement","introHtml":"A requirement for a DNAS project","icon":10837,"iconUrl":"https://dnasoft.jira.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10837","groups":[],"key":""},{"id":"36","name":"Request Software License","descriptionHtml":"","callToAction":"Request Software License","introHtml":"Request a software license be issued for a linked software sale ticket","icon":10701,"iconUrl":"https://dnasoft.jira.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10701","groups":[],"key":""},{"id":"30","name":"Request Software Training","descriptionHtml":"","callToAction":"Request Software Training","introHtml":"Request training on DNAS Applications for new licensees","icon":10700,"iconUrl":"https://dnasoft.jira.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10700","groups":[],"key":""}],"reqGroups":[{"id":5,"name":"General"}],"orderMapping":{"5":[40,39,6,1,27,8,4],"1":[4],"2":[4]},"kbs":{"kbEnabled":true,"kbLink":{"appLinkId":"35d3a1cf-c751-3365-a63c-8e67dc686840","appLinkName":"System Confluence","appLinkUrl":"https://dnasoft.jira.com/wiki","spaceKey":"DSHD","spaceName":"DNA Software Help Desk","spaceUrl":"https://dnasoft.jira.com/wiki/spaces/DSHD","isServer":false},"labels":[],"projectKey":"HELP","serviceDeskId":1,"kbLinkDomainURLs":["https://dnasoft.jira.com"]},"createPermission":true,"portalAnnouncement":{"portalId":1,"canEditAnnouncement":false,"canAdministerProject":false,"portalProjectKey":"HELP","userLanguageHeader":"","userLanguageMessageWiki":"","defaultLanguageHeader":"","defaultLanguageMessage":"","defaultLanguageDisplayName":"English (United States)","isUsingLanguageSupport":false,"translations":{}},"canViewCreateRequestForm":true,"isProjectSimplified":false,"mediaApiUploadInformation":{"token":"eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiJhNDE2YzJjYi05N2Y3LTRjZWQtOWJiNi1mOWRkOGMwNTM0ODkiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTp1cGxvYWQ6KiI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl0sInVybjpmaWxlc3RvcmU6Y29sbGVjdGlvbjp1cGxvYWQtcHJvamVjdC0xMjcwOCI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl0sInVybjpmaWxlc3RvcmU6Y2h1bms6KiI6WyJyZWFkIiwiY3JlYXRlIl19LCJleHAiOjE3NTI3OTg0NzcsIm5iZiI6MTc1Mjc5NzI3N30.eRpxmngRp1qEbX9KVPyNLHAdIdwKelOJXp3iYOe5yXQ","targetCollection":"upload-project-12708","endpointUrl":"https://api.media.atlassian.com","clientId":"a416c2cb-97f7-4ced-9bb6-f9dd8c053489","tokenDurationInMins":20},"categories":{"categoriesSupported":true,"categories":[{"id":"2521ff72-8848-46da-98a8-feee128ae20f","name":"Institutions","description":"Customer institutions upon which licenses are issued or contracts are made","categoryUrl":"https://dnasoft.jira.com/servicedesk/customer/portal/1/topic/2521ff72-8848-46da-98a8-feee128ae20f","lastUpdated":"1743544396795","createdAt":"1743544324540"},{"id":"1b9008bf-25cd-4945-92a1-fcbada407802","name":"Service Contracts","description":"Customers who opted in on consulting or extended support services","categoryUrl":"https://dnasoft.jira.com/servicedesk/customer/portal/1/topic/1b9008bf-25cd-4945-92a1-fcbada407802","lastUpdated":"1743544489256","createdAt":"1743544452682"}]}},"reqCreate":{"id":6,"projectId":12708,"issueType":{"id":"1","name":"Bug"},"form":{"name":"Report a bug","descriptionHtml":"","callToAction":"Report a bug","intro":"Tell us the problems you're experiencing.","instructions":"","icon":10859,"iconUrl":"https://dnasoft.jira.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10859","key":""},"fields":[{"fieldType":"text","fieldId":"email","fieldConfigId":"","label":"Email confirmation to","description":"","descriptionHtml":"","required":true,"displayed":true,"presetValues":[]},{"fieldType":"text","jiraFieldType":"summary","fieldId":"summary","fieldConfigId":"","label":"Summary","description":"Summarize the bug briefly.","descriptionHtml":"Summarize the bug briefly.","required":true,"displayed":true,"presetValues":[]},{"fieldType":"attachment","jiraFieldType":"attachment","fieldId":"attachment","fieldConfigId":"","label":"Attachment","description":"","descriptionHtml":"","required":false,"displayed":true,"presetValues":[]}],"userOrganisations":[],"canBrowseUsers":false,"requestCreateBaseUrl":"/servicedesk/customer/portal/1/create/6","requestValidateBaseUrl":"/servicedesk/customer/portal/1/validate/6","calendarParams":{"firstDay":0,"date":"2025-07-18T03:07:57+0300","useISO8601WeekNumbers":false,"dateIfFormat":"%e/%b/%y","dateTimeIfFormat":"%e/%b/%y %I:%M %p","timeFormat":"12"},"kbs":{"kbEnabled":true,"kbLink":{"appLinkId":"35d3a1cf-c751-3365-a63c-8e67dc686840","appLinkName":"System Confluence","appLinkUrl":"https://dnasoft.jira.com/wiki","spaceKey":"DSHD","spaceName":"DNA Software Help Desk","spaceUrl":"https://dnasoft.jira.com/wiki/spaces/DSHD","isServer":false},"labels":[],"projectKey":"HELP","serviceDeskId":1,"kbLinkDomainURLs":["https://dnasoft.jira.com"]},"canRaiseOnBehalf":false,"canSignupCustomers":false,"canCreateAttachments":true,"attachmentRequiredField":false,"hasGroups":true,"canSubmitWithEmailAddress":false,"showRecaptcha":true,"siteKey":"6LePXLkdAAAAAF4gCNalrL1IvZcqbNbZf_Zakudd","mediaApiUploadInformation":{"token":"eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiJhNDE2YzJjYi05N2Y3LTRjZWQtOWJiNi1mOWRkOGMwNTM0ODkiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTp1cGxvYWQ6KiI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl0sInVybjpmaWxlc3RvcmU6Y29sbGVjdGlvbjp1cGxvYWQtcHJvamVjdC0xMjcwOCI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl0sInVybjpmaWxlc3RvcmU6Y2h1bms6KiI6WyJyZWFkIiwiY3JlYXRlIl19LCJleHAiOjE3NTI3OTg0NzcsIm5iZiI6MTc1Mjc5NzI3N30.eRpxmngRp1qEbX9KVPyNLHAdIdwKelOJXp3iYOe5yXQ","targetCollection":"upload-project-12708","endpointUrl":"https://api.media.atlassian.com","clientId":"a416c2cb-97f7-4ced-9bb6-f9dd8c053489","tokenDurationInMins":20},"hasProformaForm":true,"proformaTemplateForm":{},"proforma":{"formExists":false,"formValid":true,"formTemplateData":{},"linkedJiraFields":[]},"key":""},"portalWebFragments":{"headerPanels":[],"subheaderPanels":[],"footerPanels":[],"pagePanels":{"propertyPanels":[],"legacyPropertyPanels":[]}}}

{"headless":false,"tourEnabled":false,"wacLink":"https://www.atlassian.com/software/jira/service-desk/powered-by?utm_medium=jira-in-product&utm_source=jira_service_desk_portal_footer&utm_content=dnasoft","serviceDeskVersion":"3.3.0-OD","contextPath":"","xsrfToken":"3c45ffa2c1d2439004c2a05a5843e49f60540d01_lout","baseUrl":"https://dnasoft.jira.com/servicedesk/customer","relativeBaseUrl":"/servicedesk/customer","jiraDisplayUrl":"https://dnasoft.jira.com","customerLoginEnabled":true,"maxAttachmentSize":"10485760","gravatarEnabled":false,"onDemand":true,"disabledFeatures":[],"enabledDarkFeatures":[],"calendarDateData":{"months":["January","February","March","April","May","June","July","August","September","October","November","December"],"monthsShort":["Jan","Feb","Mar","Apr","May","Jun","Jul","Aug","Sep","Oct","Nov","Dec"],"weekdaysShort":["Sun","Mon","Tue","Wed","Thu","Fri","Sat"],"weekdays":["Sunday","Monday","Tuesday","Wednesday","Thursday","Friday","Saturday"]},"mediaApiExternalUrl":"https://api.media.atlassian.com","mediaApiAppClientId":"a416c2cb-97f7-4ced-9bb6-f9dd8c053489","optedInFeatures":{},"fabricEmojiUrl":"/gateway/api","helpCenterType":"BASIC","traceId":"fde48cb366ae44ccbc5b69aff3e0ac95","siteDefaultLanguageTag":"en-US","featuredValues":{"multiHelpCenterEnabled":false,"hcAIAnswersEnabled":false,"jsmAiConfigEnabled":false,"helpCenterCustomizationEnabled":false},"helpCenterHomePageSlug":"portals","anonymousEnabled":true,"requestIntroEnabled":true}