Creating a ticket
This documents describes detail process to raise a support ticket with the APLIQO C3 Help Desk.
Users can raise a support ticket in two ways:
You can write a mail to apliqoC3.firstname.lastname@example.org along with below details,
- Issue details with error screenshots if possible
- Urgency of the request, application/server name, company, etc.
(Company/Organization will be automatically detected via domain of email address)
You will receive an automatic reply which consists of Ticket details like Ticket number, Category etc. as shown in below screenshot.
If you are sending email to APLIQO Solution desk for the first time, then you will receive client registration email though which you can reset your Password to login to APLIQO Solutions desk client portal. You can use these login credentials to check the status of the ticket and to raise any new ticket explained in section 2.
You can login to portal by accessing below URL
You can search your queries, view all the tickets raised by you by selecting View Tickets as shown in below screen shot.
By default you can see only tickets you have raised. Application owners and Power Users can be granted access to view all tickets raised by their organization. If you need this level of access please contact Apliqo Support.
Find solutions for the issue which are already resolved in Knowledgebase and you can download the files from the portal in Downloads as shown in below screenshot
To raise a new ticket, you can login to the portal or directly click on Submit a ticket option
Once you click, you can see below screen shot where you need to select department as APLIQO Support, enter First and Last name, Email ID, Priority, Type, Subject and Message. You can also attach a file like error screen shot. (if you login to the client portal using your user name and PWD then you no need to enter Name, Email ID)
In the above screen shot Enter all the details and Submit the request
Ticket will be created with the request number as shown in below screenshot
You will receive a mail with the ticket number and subject and links to tract or update the ticket and login URL as shown in the below screenshot.
If you are raising ticket through client portal for the first time, then you will receive client registration email though which you can reset your Password to login to APLIQO Solutions desk client portal. You can use these login credentials to check the status of the ticket and to raise any new tickets.