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Master Article - Online Support Incidents
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29
New Version
30
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Knowledge Assistant
Knowledge Assistant
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Apr 09, 2024
Apr 09, 2024
Previous Change: Difference between versions 28 and 29
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Case Management:
What are the changes to the Online Support Incidents portal released October 2023
How to access support cases online
How to log a support case through the Online Support Incidents portal
What does each case priority represent
How to escalate a support case
Documentation for adding a new support case
Search field in Online Support Incidents
Prioritizing Support Cases based on SLA
Categories on the Online Support Incidents portal for entering a support case
Documenting client interactions in the support portal
Set Default Product Suite when logging a support case through Online Support Incidents
Online Support Incidents - Lookup Search to locate products options
How to add a default product suite to your online portal account for EERP
Online Support Incidents - Save filter on My Cases
View and download Support Portal Case attachments
Support Case Set to New Not Started status
Support Case Set to Need More Info status
Ref to Dev status support cases
Support case marked Update Available
Support case is logged under the wrong organization
Where to find the portal user who escalated a case
Using a general email address for all Online Support Incidents Case communications
Is there a way for a group to receive a blind cc notification when a support case is created
Contact Management:
Change company I am associated with in Online Support Incidents
Move cases to another client employee
Use department email to receive all comments from all support cases
List of staff who can create or update cases in the portal
Security and Permissions:
How to see all support cases as a super user
Set Portal User to no access to review or log support cases
Add CRM Portal Super User
Remove all cases view from employee who no longer needs portal Super User access
Add Online Support Incident portal super user access for additional site
Upgrade Portal User Role to Portal Admin
Troubleshooting:
Unable to submit a case in the Online Support Incidents portal
No email for support portal comments
Registered but unable to access the Online Support Incidents portal
Missing cases in online support incidents
Missing comments from support case
Online Support Incidents We're sorry, but something went wrong. Please try again and if this persists contact the website administrator
Error Creating Support Case - We're sorry, but something went wrong
Super User is no longer able to see all cases in the portal
Access denied when accessing cases on the client portal
Customer Name does not appear for user when creating a case
Cannot access My Cases and Create a Case links
Cannot see all cases in the Online Support Incidents portal
Unable to submit support case - You don't have appropriate permissions
Online Support Incidents - My cases screen is blank
Online Support Incidents - No option appears in the Lookup Records when selecting a Product Suite
Unable to edit case titles of some support cases
Entering support ticket in the new format just spins
Online Support Incidents - Submit and Add Attachments restarts the case submission process
Who do I contact if this change tied my support account to the wrong person
Create a Case button not available in Online Support Incidents
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