Logging a Support Ticket

If a User could not find a solution in the self-help knowledge base information, then they need to open a new support ticket.

Logging a Ticket

User must complete all mandatory fields and can select the “Type” of issue from the drop-down box.


1 - Click on "New Support Ticket"


2. The Support Ticket Wizard will open

System will open the "support ticket" wizard, and you will need to complete the information about your query / problem / solution. The general rule of thumb, for us to assist you as quick as possible, is to provide us with as much detail as possible.


Personal Details:

1.  Name

2.  Your email address

3.  Subject - try and be as concise and to the point of why you have opened this ticket


4.  Select the category type. By selecting the correct category - you can speed up the process for the help desk, as the help-desk has built in functionality which can automate sending the query to the correct technical agent to respond to your ticket.

  • Technical Issues - this category is selected when you have experienced a problem or error and cannot continue. (This is treated as Urgent or High Priority and will receive attention soonest / same day)
  • Issues or error related to Arjo -this category is selected when the Arjo number will not validate. (This is treated as Urgent or High Priority and will receive attention soonest / same day)
  • General Question (answer was not found in the "How To" Section). This category is selected when there is not a problem or incident, but still require an answer to a question that you might have that was not found in the "How To" Section. (This is treated as Medium Priority and will receive attention as soon as possible - normally by no later than the next day)
  • Feature Request / Suggestion. This category is selected when you have a suggestion or recommendation to improve a process or functionality on the CPD System, which could be of benefit to other Club Users. (This is treated as Low Priority and will receive attention as soon as possible - dependent on what other tickets are being focused on. The information provided will be reviewed and you will be advised accordingly of the outcome and way forward)

Priority

Issues on the CPD System are divided up into different priority levels, which determines what ticket receives priority.


A User can also indicate the priority, however the general rule of thumb for prioritization are as below:

Severity Priority Code

Definition

1 - Urgent

Complete loss of all service of the CPD system and the situation is an emergency.

2 - High

Severe loss of service of the IDP System however, operation can continue in a restricted fashion.

3 - Medium

A minor loss of service of the IDP System, the impact is an inconvenience.

4 - Low

No loss of service of the Product; the result is a minor error, incorrect behavior, or a suggestion, improvement.

Details about the problem, query or question

6. Please provide as much information as possible - so that it saves time from having to contact you for more information, etc.

7. You can upload documents or screen shots - which will assist the help desk agent to understand your query better.

8. Where possible - please copy the URL where you are experiencing the problem or the query - as this can also speed up the investigation - Submit the ticket.

9. Please tick the box - we use CAPTCHA - as this reduces spam.

10. Once all info has been provided as per the requested fields - then click on Submit.


Once you have submitted a ticket – the system will confirm, and you will receive a notification email within 15 minutes confirming that your ticket has been received.


Open the attached manual for more information.