What's New in Lattice Help Center
🛡️ Controlled Files Release Forms – New Dedicated Layouts!
We’ve introduced dedicated forms for requests involving controlled software files to improve clarity and routing efficiency.
You can now submit tickets specifically for:
- 📦 Software Control Pack Request
- 🛠️ Existing Software Patch Request
📦 Software Control Pack Request Guidelines
- NDA is mandatory before submission.
- All listed control packs are publicly mentioned in official Lattice documentation.
- If you need a control pack not publicly documented (e.g., Early Access, Beta, or older versions):
- Select “Others – Not Listed” for Software Product and/or Control Pack Name.
- Enter details in “Specify Software Version and Control Pack Name.”
- Currently supported versions:
- Radiant: Latest + 2 previous versions
- Diamond: Latest + 1 previous version
- Propel: Currently one control pack; future support will include latest + 2 previous versions.
🛠️ Existing Software Patch Request Guidelines
- This form is intended only for requesting patches that already exist.
- DO NOT use this form to request:
- Patches that do not yet exist
- Patches for older software versions
- If such a request is critical, use the General Technical Support form and select:
- Area of Inquiry: Controlled Files
- Case Sub-Category 2: Existing Software Patch for Old Software Version
🔄 Changes on General Technical Support Form
- To avoid duplication, the following options have been removed from Case Sub-Category 2:
- Product Licensing
- Security Encryption Pack → Software Control Pack
- Security HSM Script → Secured Document Request
- Software and Tools Pack/Patch/Script
- These requests must now be submitted through the new controlled document layouts.
🛡️ Software Licensing – Dedicated Ticket Form Now Available!
We’ve launched a dedicated ticket form for software licensing requests to ensure license support is easy to locate and submit, improving clarity and efficiency.
You can now submit tickets specifically for:
🆕 New License Request
🔄 Update License Request
💻 License Installation
❓ Other Licensing Inquiry
Simply select the Software Licensing category when submitting your ticket to access the new layout.
📤 General Technical Support Form Update
To streamline support and avoid duplication:
The following option has been removed from the relevant category fields:
Licensing-related issues are now handled exclusively through the new Software Licensing form.
Other software concerns (e.g., installation errors, tool crashes) remain available in the General Technical Support form.
Additional form layouts are in progress and will be released soon.
Stay tuned!
📄 Controlled Document Release – New Ticket Submission Layout Now Live!
We’ve launched a dedicated ticket form layout for requesting controlled documents, making the process faster, clearer, and more secure.
You can now submit tickets specifically for:
📁 Secured Document files
📘 IBIS-AMI models
⚠️ Functional Safety (FuSa) documentation
Note: An NDA with Lattice is required for these controlled files.
Instead of using the general ticketing form, simply select the Controlled Document Release category to access the new layout.
🚀 What’s Improved?
- Dynamic Form Fields: Required fields are shown based on the selected document type.
- Secure Delivery: Once approved, documents are provided via an FTP link included in the closing email.
- Streamlined Rejection Handling: If declined, the requester is notified and can reply with justification to reinitiate the approval process.
🗂️ General Technical Support Form Update
To avoid duplication:
The following options have been removed from the Case Sub Category 2 field:
-
Functional Safety
-
Secured Document files
-
IBIS-AMI Models
These are now handled exclusively through the new layout.
Other controlled files (e.g., source codes, patches, control packs) remain available in the General Technical Support form.
Layouts for these are in progress and will be released soon.
Stay Tuned!
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