Creating a ticket
This document section describes in detail the process to raise an issue for customers of Apliqo UX.
Prebuilt solutions customers (FPM, OPM, CC, LPPM) can also use the portal described here to create issues which are specific to Apliqo UX (the front end web interface which is used for our pre-built applications.)
For reporting of issues Apliqo UX uses Bitbucket. The issue list is publically accessible. However, to create an issue you need to have an Atlassian account. Atlassian supports authentication via Google, Microsoft, Apple and Salesforce/Slack so account creation is easy and you won't need to remember any additional logins.
From the Apliqo UX issue list just click on the create issue button. If this button isn't visible then you first need to log in (or create an account if you have never logged in before). To do this just select log in from the options which appear when you click the user icon in the top right of the screen.
The create issue template will appear. The upper (light blue shaded, read only) section contains the bug report template and descriptions of the available fields. The lower section is where the user creates the issue.
Copy the highlighted text and paste it into the Description field in the lower area of the screen then edit the text to describe your issue and attach any supporting screenshots or documents.
Enter the dropdowns as best you can guided by the description in the upper part of the screen (this can always be corrected late by a support analyst) then click on create issue. You should recieve a response within 24 hours.
From the Apliqo UX issue list just click on the create issue button. If this button isn't visible then you first need to log in (or create an account if you have never logged in before). To do this just select log in from the options which appear when you click the user icon in the top right of the screen.
For enhancement and feature requests you don't need to copy from the bug reporting template but are free to enter whatever you like in the Description box. However, it is helpful if the approximate format below is followed.
Use Case
Describe what you would like to achieve here
Requested Feature/Enhancement
A description of how you believe the described use case should be solved
Additional Information
Any additional information, screenshots, etc.
Make sure enhancement is selected in the Kind field and you select a priority.
For enhancements the other fields can be left empty.
Click create issue to finalize the enhancement request.
This document section describes in detail the process to raise a support ticket with the APLIQO Help Desk for customers of our pre-built solutions:
- Financial Performance Management (Apliqo FPM)
- OperationalPerformance Management (Apliqo OPM)
- Consolidation & Close (Apliqo CC)
- Limited Partner Portfolio Management (Apliqo LPPM)
Users can raise a support ticket in two ways:
- Via email to apliqoC3.helpdesk _at_ cubewise.com
- Via the support desk portal at http://apliqo.visionhelpdesk.com
During your project onboarding the product owner at your organisation will have recieved logon details to the helpdesk portal. For regular end users the email gateway should be sufficient. However, any user creating a ticket for the first time will automatically recieve instructions on creating a helpdesk portal account (see below.)
It is important that when using email to raise a ticket that you use your corporate email account as durign customer onboarding the helpdesk is configured to map a customer email domain to a support organisation which allows all tickets from the same customer to be grouped.
You can write a mail to apliqoC3.helpdesk _at_ cubewise.com 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.
Note: Any email address whihc you include in the TO or CC field on the original email to open the ticket will also automatically be notified via email on all future ticket updates.
When replying to a ticket you only need to include apliqoC3.helpdesk _at_ cubewise.com as the helpdesk will automatically notify all other recipients.
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 the below URL with your credentials.
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 your business owner.
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.
