Master Article - Online Support Incidents
- Knowledge Assistant
Owned by Knowledge Assistant
Description of Issue
All knowledge articles related to the Online Support Incidents portal.
Context
- www.tylertech.com
- Client Support
- Online Support Incidents
- My Cases
- Create a Case
Cause
Informational.
Resolution
Case Management:
- 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
- Online Support Incidents - Lookup Search to locate products options
- 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
- Where to find the portal user who escalated a case
- Is there a way for a group to receive a blind cc notification when a support case is created
- Can I restrict portal access to log and view cases by product
- Can I change the primary contact on a support case in the portal
- Online Support Incidents API
- Will we lose any case data if we disable users who have left the organization
User Profile:
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
- Changing Online Support Incidents portal Super User to Standard User
- Using a general email address for all Online Support Incidents Case communications
- How to see a list of Portal Admin users
Security and Permissions:
- Register for Support Access on Tylertech.com
- Add CRM Portal Super User
- How to see all support cases as a super user
- Add Online Support Incident portal super user access for additional site
- Upgrade Portal User Role to Portal Admin
- What is the Online Support Incidents Portal Admin Role
- Portal Super User can see cases submitted for any Tyler product
- Set Portal User to no access to review or log support cases
- 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
- 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 tabs in Support Portal
- 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
- Sign in failed message trying to log into Online Support Incidents portal
- Online Support Incidents - Uh oh! It looks like we had some trouble getting things set up
- Support case is logged under the wrong organization
- Work ticket Version displays in Client Portal as 0 when released to QA
- Case Detail Attachments panel Error completing request
Change History:
Additional Information
Please review the Master Article - Client Support for all related topics.