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Master Article - Online Support Incidents
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15
New Version
16
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Knowledge Assistant
Knowledge Assistant
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Jul 12, 2023
Jul 20, 2023
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Use:
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
Use department email to receive all comments from all support cases
Move cases to another client employee
Search field in Online Support Incidents
Prioritizing Support Cases based on SLA
Categories on the Online Support Incidents portal for entering a support case
Munis support cases marked Update Available
Ref to Dev status support cases
Documenting client interactions in the support portal
Set Default Product Suite when logging a support case through Online Support Incidents
Online Support Incidents - Save filter on My Cases
View and download Support Portal Case attachments
Security and Permissions:
How to see all support cases as a super user
Limiting who can create Cases in the Online Support Incidents portal
Add CRM Portal Super User
List of staff who can create or update cases in the portal
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
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
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
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General
Content
Integrations
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