Description of Issue
All knowledge articles related to the Online Support Incidents portal.
Context
- Online Support Incidents
- Client Support
- www.tylertech.com
Cause
Informational.
Resolution
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
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 Superusers
- 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
Troubleshooting:
- Unable to submit a case in the Online Support Incidents portal
- 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
- Support case only shows most recent note on each case
- 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
Additional Information
Please review the Master Article - How to access Client Support and the Online Support Incidents portal for all related topics.
Add Comment