Category: Support

Support Solutions Tab

Location: On the Support page, Solutions tab.
Access path: Support tab on the menu bar, click Solutions tab.

Articles which can provide guidance to you are organized here in two ways:

  • By category: They are grouped by a category and sub-category.
  • All Solutions: They are listed in no particular order. The list entry has the article title and a brief description.

Available operations:

  • Scroll through the list of All Solutions looking for a title and/or description that seems to address your needs. When you find one, click its title to open the text in the Solution Details page.
  • Click on a category to open its subcategories and a list of all the related articles. This list can be handled in the same way as All Solutions above.
  • Click on a subcategory to view a list of all the related articles. This list can be handled in the same way as All Solutions above.
  • Search for solutions: Use the search tool to find particular solution. This can be the most efficient way to find a solution. Your choice of search words can be matched to the support articles.

See also:

Create Support Ticket Dialog Box

Location: On the Support page, Tickets tab.

Access path: Support tab on the menu bar, click the Tickets tab if it is not active, click the Create support ticket  button.  Also from the Monitoring > Alerts page when the Create ticket button is clicked.

This dialog box creates a new ticket with only the entered data. When the access path is from alerts, the ticket has no reference to them.

Available operations:

  • Attach a document to the ticket by clicking Browse….
  • Add ticket data by entering them and clicking Submit.
  • Close the dialog box without changing any values by clicking Cancel.

See also:

Support Tickets Tab

Location: On the Support page, Tickets tab.
Access path: Support tab on the menu bar, click the Tickets tab if it is not active.

The open tickets are presented here in reverse chronological order. These are the tickets you and your fellow users have submitted. You would look here for status updates and to provide additional information for an existing ticket.

Available operations:

  • Create a support ticket by clicking the Create support ticket  button. This opens the “Create Support Ticket” dialog box.
  • Change the scope of the list by selecting a different value of the View drop-down list box.
  • Reorder the list by the values in a column by clicking the column name.
  • Drill-down to (open) a single ticket by clicking its number. This opens the Ticket Details page.

See also: