KB-2175 How to update self-managed installation records

Purpose

Forum provides customers the ability to create a record of their self-managed installations through the Installation Record. This allows the customer and Appian Support to better track each environment, its details, as well as the related support cases efficiently. 

Beginning with Appian 25.4, all new versions of Appian will require containers managed by Kubernetes to run in a self-managed environment. For more information, refer to Appian’s FAQ. To ensure accurate and efficient troubleshooting, Appian Support has updated installation records’ options in support cases.

Note: As troubleshooting steps may vary across Classic Windows, Classic Linux, and Appian on Kubernetes deployments, it is important to keep your installation records up to date whenever there are changes to the Appian version, purpose, or operating system. The Installation Record(s) are a very important piece of information when creating a support case and filling out the Installation Details > Appian Installation section.

Instructions

Pre-Requisites

In order to update your organization's Installations, you must be an existing Support Contact. KB-2157 outlines the steps to updating your support contacts.

Adding a New Installation

1. Navigate to My Appian and click on Support > Accounts.
2. Click on [Your Company]
3. Click the Installations tab.
4. Click the Add New Environment related Action.
5. Complete the information for your installation. 
   1. Note that we advise adding an identifiable naming convention as part of the Installation Name. (e.g, ACME Corp (Prod 1))
   2. Appian on Kubernetes customer should provide site url as equivalent to conf.suite.SERVER_AND_PORT in custom.properties
6. Click Add Environment button to submit the form.

Editing an Existing Installation

Via Support Case Interface

• Open a support case and navigate to the Installation tab.
• Click the edit icon next to the installation record you would like to update. 

• Update the following fields as needed
  • Version: Enter the current Appian main version
  • Purpose: Specify what the environment is for 
  • Operating System: If the installation is Appian on Kubernetes, select Kubernetes. Otherwise, choose Windows or Linux as appropriate. 
• If Kubernetes is selected, expand the Recommended Details section and specify the Kubernetes Platform.

During Support Case Creation

Customers can also update their installation record directly during new case creation by clicking the edit icon for the installation record in question once the Select Impacted Environment grid shows up. Do NOT select the installation record itself as it takes you to the next step to select reason for creating this case.

Affected Versions

This article applies to all self-managed versions of Appian.

Last Reviewed: June 2025