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Technical Support Requests:
On the request form, you’ll notice asterisks next to fields such as Company, Project #, Issue, Details, Number of Users Affected, and Module. These fields need to be filled in to successfully submit your requests. Other fields such as there’s information required to successfully submit your requests and receive prompt support. Please note the Project #, details of issue, Purchase Order #, Invoice #, Quote #, Order name, Option name, Error message, and Hosting are optional but should be filled in if relevant to the issue you’re experiencingetc. Being as detailed as possible prevents troubleshooting delays.
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If the issue is unrelated to a Project #, we would suggest using one of the other submission options such as “Other Questions” however, you can also put “N/A” in any of the # fields if it is not related to one of those items. |
Notifications and Responses
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To access the requests you’ve already submitted, please log into the service desk using the following link: https://emanageone.atlassian.net/servicedesk/customer/portals and select “Requests” in the top right corner of the webpage (you may need to log in first). You may also access your submitted ticket via the link attached to the bottom of the e-mail notifications you receive.
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Attaching Images/Files to Technical Support Requests:
If you’re receiving an error message, please be sure to take a screenshot and attach to the request form (as shown below).
You can also add an image or attachment in the comment section after the ticket has been opened by selecting the icon shown below within the comment box:
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Share Requests with Organization
Our service desk allow you to share your support request with others in your organization. To keep private, please select “No One” from the dropdown (see first image below). If you are receiving emails regarding a support request that someone in your organization submitted, you can turn off the notification in the email (see second image).
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You may also submit a support request directly in e-manage|ONE by selecting Help → Send a Help Request, as shown in the image below. |
