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

With the recent change in product names, cases are being submitted with incorrect product information.

• www.tylertech.com

• Client Support

User would like to submit a case through the web portal

To submit a case for EERP Utility Billing:

1. Navigate to www.tylertech.com 

2. Click Client Support at the top-right of the page

3. Under the second column ERP Portfolio, click Enterprise ERP (Munis)

4. Click login and enter your credentials if not already logged in.

5. Click Get Online Support

6. Here you will see a search bar; use this to search for your issue to see if a solution has been posted already.

   1. If unable to find a resolution, click Create a Case at the top-right of the page

7. Enter a descriptive, yet brief Case Title

8. Choose the priority of the issue

   1. Please note that 1-Critical is reserved for issues that halt business operations

9. Under Product Suite, click the magnifying glass and choose Enterprise ERP and Select

10. Under Product Group, click the magnifying glass and choose Enterprise Utilities  and Select

11. Under Product Module, click the magnifying glass and choose the appropriate module.  Most users will choose either Utility Billing CIS or Utility Billing Classic

12. Product Program and Version are optional fields that can be filled in if you know them or selections can be made by clicking the magnifying glass

13. Under Description, enter a detailed description of the issue.

14. Click Submit and Add Attachments

15. Click Add files to upload screenshots, reports, and other files that may help Support with your case

    1. If you are submitting a case for an error, screenshot the entire screen, not just the error box

    2. If your program has a Define screen, submit a screenshot of it fully filled out