Difference between revisions of "Open a Support Incident"

Revision as of 04:33, 13 July 2011

If you have a question or issue regarding the platform, File a Support Case to get answers:

To submit a Support Case:

From any page, click the Support link
Click the [Add 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, ask about training, request a demo, add users, or share your experience.
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
Click [Save] to submit the case

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 by granting access to your records for a limited period of time.
[Back] - Return to the previous page

@@ Line 2: / Line 2: @@
 To submit a Support Case:
-#From any page, click the '''Support''' link; The Case view is displayed
+#From any page, click the '''Support''' link
-#Click the '''[New Support Case]''' button
+#Click the '''[Add Case]''' button
 #In the Basic Information section, complete the following information:
 #;Subject:Enter a description of the issue
@@ Line 11: / Line 11: @@
 #:*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
+#:*Question – Any question you have about the documentation or instructions in the user interface{{#if: {{ShowTrainingLink}}|, ask about training, request a demo, add users, or share your experience.}}
 #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)