Difference between revisions of "Open a Support Incident"
From AgileApps Support Wiki
imported>Aeric m (Text replace - '#Click the [Save] button' to '#Click '''[Save]'''') |
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[[File:Fileasupportcase.gif|right|thumb]]To Add and Submit a Support Case: | [[File:Fileasupportcase.gif|right|thumb]]To Add and Submit a Support Case: | ||
#From any page, click the [Support] link; The Case view is displayed | #From any page, click the [Support] link; The Case view is displayed | ||
#Click the [New Support Case] button | #Click the '''[New Support Case]''' button | ||
#In the Basic Information section, complete the following information: | #In the Basic Information section, complete the following information: | ||
#;Subject:Enter a description of the issue | #;Subject:Enter a description of the issue | ||
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#:Enter a Description of the problem, issue, feature request, or question (based on the Case Type you selected) | #:Enter a Description of the problem, issue, feature request, or question (based on the Case Type you selected) | ||
#Optionally, attach a file to the record: | #Optionally, attach a file to the record: | ||
#:Click the [Choose File] button to open a window to your local disk drive; Navigate to the file folder and select a file to attach to the case, and enter a descriptive title for the file | #:Click the '''[Choose File]''' button to open a window to your local disk drive; Navigate to the file folder and select a file to attach to the case, and enter a descriptive title for the file | ||
#Optionally, complete the information in the Notifications section: | #Optionally, complete the information in the Notifications section: | ||
#:To notify other members of your team about your support case, click the Lookup [[File:lookupicon.gif]] icon to select Additional Users to Notify | #:To notify other members of your team about your support case, click the Lookup [[File:lookupicon.gif]] icon to select Additional Users to Notify | ||
Revision as of 17:55, 16 June 2011
If you have a question or issue regarding the platform, File a Support Case to get answers:
To Add and Submit a Support Case:
- From any page, click the [Support] link; The Case view is displayed
- Click the [New Support Case] button
- In the Basic Information section, complete the following information:
- Subject
- Enter a description of the issue
- Contact Phone No.
- A telephone number where you can be reached
- Case Type
- The type of case you would like to submit; Choose one of the options in the list
- Issue – If there is an error or inaccurate content
- Change Request – A change you would like to see in our documentation
- Feature Request – A change you would like to see in the user interface or functionality
- Question – Any question you have about the documentation or instructions in the user interface
- In the Description section, complete the following information:
- Enter a Description of the problem, issue, feature request, or question (based on the Case Type you selected)
- Optionally, attach a file to the record:
- Click the [Choose File] button to open a window to your local disk drive; Navigate to the file folder and select a file to attach to the case, and enter a descriptive title for the file
- Optionally, complete the information in the Notifications section:
- To notify other members of your team about your support case, click the Lookup
icon to select Additional Users to Notify
- To notify other members of your team about your support case, click the Lookup
- Click [Save] to submit the case
Options
After filing a support case, these actions become available:
- [Add Comment] - Add additional comments about the case to assist the Support Team in resolving the issue
- [Close Case] - When the issue or question is resolved, the case should be closed
- [Grant/Revoke Access] - Help the Support Team to diagnose an issue; Grant access to your records for a limited period of time
- Grant or revoke access to your data
- [Back] - Return to the previous page