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
Case Management:
- What are the changes to the Online Support Incidents portal released October 2023
- 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
- Set Default Product Suite when logging a support case through Online Support Incidents
- Online Support Incidents - Lookup Search to locate products options
- How to add a default product suite to your online portal account for EERP
- 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
- Support case is logged under the wrong organization
- Where to find the portal user who escalated a case
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
Security and Permissions:
- How to see all support cases as a super user
- Set Portal User to no access to review or log support cases
- Add CRM Portal Super User
- Remove all cases view from employee who no longer needs portal Super User access
- Add Online Support Incident portal super user access for additional site
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
- 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 links
- 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
Additional Information
Please review the Master Article - How to access Client Support and the Online Support Incidents portal for all related topics.
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