Creating a support ticket

Overview

You want to raise a new ticket with Aurea Energy Solutions Support using the Submit a request option on the support portal.

 

 

Solution

A pre-requisite for raising a ticket is to be a registered user on the support portal.

1. Sign in to the portal using your registered credentials.

2. Navigate to the form by clicking on the Submit a request link/option from the top right section of the screen.

3. You need to fill in the form fields using the guidelines below.

CC (optional): This field is useful if you want to provide visibility for all ticket updates for other individuals.

Request Type: This drop-down displays the functional components of the product and you can select the one that is most related to your problem. 

Subject: A quick overview of your issue.

Description: A detailed description of your issue.

Priority: The impact this issue has on your business. Priority levels include:

• Urgent: Complete loss of a core organizational or business process where work cannot reasonably continue.
  
• High: High impact on organizational or business processes. An effective and imminent workaround or resolution appears to be within standard support service level agreements.
  
• Normal: Minimal organizational or business impact (e.g., single-user issues).
  
• Low: Routine Q&A and support consulting (e.g., how-to questions).

I prefer to be contacted by phone (optional): This checkbox is used to highlight your preferred contact method.

This data is originating from the European Economic Area or Switzerland (optional): This checkbox is used to flag the ticket as potentially containing sensitive data.

This ticket may contain highly sensitive data such as personal data, personally identifiable information, financial information (optional): This checkbox is used to route your ticket to our ITAR or GDPR teams to review it for sensitive data, prior to the ticket being assigned to a Support Engineer.

Attachments (optional): This field allows the uploading of any relevant attachments for the problem you are reporting (logs, screenshots, videos, etc.)

4. Click on the Submit button to create a new case/ticket. 

You can refer to this document for additional support information.