Master Article - Online Support Incidents

All knowledge articles related to the Online Support Incidents portal.

• www.tylertech.com
• Client Support
• Online Support Incidents
• My Cases
• Create a Case

Informational.

• How to access support cases online
• How to log a support case through the Online Support Incidents portal
• How to escalate a support case
• Documentation for adding a new support case
• Categories on the Online Support Incidents portal for entering a support case
• Documenting client interactions in the support portal
• Upload Support Case Attachments
• View and download Support Portal Case attachments
• Can I change the primary contact on a support case in the portal
• What cases can I close in the Online Support Incidents portal

Case Priority

• What does each case priority represent
• Prioritizing Support Cases based on SLA

Case Status

• Support Case set to New Not Started status
• Support Case set to Open status
• Support Case set to Waiting for Customer to Close status
• Support Case set to Need More Info status
• Support Case set to Update Available status
• Support Case set to Ref to Dev status

Contact Management

• Change company I am associated with in Online Support Incidents
• Move cases to another client employee
• 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

Contact Communication

• Is there a way for a group to receive a blind cc notification when a support case is created
• Use department email to receive all comments from all support cases

Miscellaneous

• Online Support Incidents API

Portal Management

• Register for Support Access on Tylertech.com
• Will we lose any case data if we disable users who have left the organization
• Where to find the portal user who escalated a case
• How to see a list of Portal Admin users

Search and Navigation

• Search field in Online Support Incidents
• Online Support Incidents - Lookup Search to locate products options
• Online Support Incidents - Save filter on My Cases

Security and Permissions

• Online Support Incidents - Portal Roles
• 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
• Can we set a default Portal Role for new users from our organization
• Can I restrict portal access to log and view cases by product

User Profile

• How to add a default product suite to your online portal account

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

Please review the Master Article - Client Support for all related topics.

Change History

• What are the changes to the Online Support Incidents portal released October 2023