Open a Support Incident

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

File:Fileasupportcase.gif

To Add and Submit a Support Case:

1. From any page, click the [Support] link; The Case view is displayed
2. Click the [New Support Case] button
3. 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

4. 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)

5. 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

6. 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

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