How to log a support case through the Online Support Incidents portal

Owned by Knowledge Assistant
Last updated: May 08, 2024 by Moriah Yorkey
3 min read
Description of Issue

How do we use Client support and the Online Support Incidents portal to log a support case?

Context

  • Tylertech.com

  • Client Support

  • Online Support Incidents

Cause

User would like to submit a case through the web portal

Resolution

Create a Case:

  1. Navigate to the Tyler Technologies webpage for Client Support

  2. Select the product you are working on

  3. Login or register for access

  4. Select Get Online Support

  5. Click Create a Case 

  6. On the Description screen enter the Subject

    1. For clients upgrading versions we recommend to assign the phrase Upgrade (Your target version) - (Your specific question or issue)

      1. For example Upgrade 2021.1 - DIA Conditions in Human Resources

  7. Enter the Summary (minimum of 50 characters) 

    1. The summary is a free form text field were we recommend you summarize the topic you are submitting to support

      1. Please include all information you feel is necessary to the case for example

        1. If reporting an product defect or error message

          1. A concise description

          2. Steps to reproduce

          3. Frequency

          4. Scope (All users or specific individuals)

          5. Desired behavior

        2. If reporting a question about a process

          1. A description of the process

          2. Desired behavior

    2. Additionally if submitting the case on behalf of another individual, please include any relevant contact information.

  8. Enter the  Error Code (optional).

  9. Click Next.

  10. On the Classification Screen choose the: Product Suite, Product Group and Product Module.

    1. To set a default Product Suite please see: How to add a default product suite to your online portal account for EERP

  11. Click Accept.

  12.  On the Suggestions screen click any of the listed Hyperlinks to view possible resolutions.

    1. If one of the Hyperlinks resolved the issue, click Solution Found to cancel the Support request.

  13. If none of the suggested resolutions resolve the issue, click Continue to Case Submission.

  14. On the Additional Details screen, verify or update the Priority

    1. For additional information regarding case priority please see: What does each case priority represent

    2. We recommend for priority 1 - Critical items to call in support at 1-800-772-2260

  15.  Once information is correct and click Submit and Add Attachments.

    1. The case has now been submitted to Support.

  16. Use the Add Comment to respond to the case

  17. To add attachments:

    1. Scroll to the bottom of the page, on the right side of the screen click Add Files.

    2. If the checkbox to Overwrite Existing Files is selected it will remove or replace any file that had been uploaded previously.

    3. Click Choose Files.

    4. Browse and click the item to upload to the case.

    5. Once file has been selected click Open.

    6. Once file is listed next to the Choose Files button, click Add Files.

    7. Repeat  steps c - e for each file that needs to be uploaded.

Create a Case (Old Look):

  1. Navigate to the Tyler Technologies webpage for Client Support

  2. Select the product you are working on

  3. Login or register for access

  4. Select Get Online Support

  5. Click Create a Case (Old Look)

  6. Define a Case Title

    1. For clients upgrading versions we recommend to assign the phrase Upgrade (Your target version) - (Your specific question or issue)

      1. For example Upgrade 2021.1 - DIA Conditions in Human Resources

  7. Assign a Priority to the case

    1. Please review our SLA Guidelines for Munis for more information on each priority

    2. We recommend for priority 1 - Critical items to call in support at 1-800-772-2260

  8. Define a Product Suite

    1. For example Munis

    2. Use the search bar to define and search for a result

  9. Define a Product Group

    1. For example Payroll/HR (also known as Human Capital Management)

  10. Define a Product Module

    1. For example Payroll

  11. Optional, define a Product Program

    1. For example Generating Payroll

  12. Optional, define the Version where the topic is originating from

  13. Enter a Description to the case

    1. The Description is a free form text field were we recommend you summarize the topic you are submitting to support

      1. Please include all information you feel is necessary to the case for example

        1. If reporting an product defect or error message

          1. A concise description

          2. Steps to reproduce

          3. Frequency

          4. Scope (All users or specific individuals)

          5. Desired behavior

        2. If reporting a question about a process

          1. A description of the process

          2. Desired behavior

    2. Additionally if submitting the case on behalf of another individual, please include any relevant contact information

  14. Click Submit and Add Attachments to create the case

  15. Use the Add Comment to respond to the case

  16. To add attachments:

    1. Scroll to the bottom of the page, on the right side of the screen click Add Files.

    2. If the checkbox to Overwrite Existing Files is selected it will remove or replace any file that had been uploaded previously.

    3. Click Choose Files.

    4. Browse and click the item to upload to the case.

    5. Once file has been selected click Open.

    6. Once file is listed next to the Choose Files button, click Add Files.

    7. Repeat  steps c - e for each file that needs to be uploaded.

Additional Information

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