AgileApps Support Wiki

Difference between revisions of "Open a Support Incident"

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If you have a question or issue regarding the platform, File a Support Case to get answers:
If you have a question or issue regarding the platform, open a Support Incident to get answers. To submit a Support Incident, please use our [https://empower.softwareag.com/public_directory.asp directory] to find local and toll-free support numbers for your country and give us a call, or open a Support Incident online using the '''eService''' section of [http://empower.softwareag.com/ Empower]. If you are new to Empower, [https://empower.softwareag.com/register/ request an account] now.


[[File:Fileasupportcase.gif|right|thumb]]To Add and Submit a Support Case:
{{Note|
#From any page, click the [Support] link; The Case view is displayed
* When you click '''Contact Support''', you are taken to the [http://empower.softwareag.com/ Empower] site.
#Click the [New Support Case] button
* Accounts created prior to March, 2015 also see a '''Historical Cases''' link, for old support cases.}}
#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 [[File:lookupicon.gif]] icon to select Additional Users to Notify
#Click '''[Save]''' to submit the case
 
==Options==
After filing a support case, these actions become available:
:[[File:Supportcase-access.gif|none|thumb]]
*[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''
:::[[File:Supportcase-grant.gif|none|thumb]]
*[Back] - Return to the previous page

Latest revision as of 02:40, 27 February 2015

If you have a question or issue regarding the platform, open a Support Incident to get answers. To submit a Support Incident, please use our directory to find local and toll-free support numbers for your country and give us a call, or open a Support Incident online using the eService section of Empower. If you are new to Empower, request an account now.

Notepad.png

Note:

  • When you click Contact Support, you are taken to the Empower site.
  • Accounts created prior to March, 2015 also see a Historical Cases link, for old support cases.
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