Introduction
Each customer gets a user in our support system, Jira Service Management. In some cases, with larger customers or other special circumstances, it may be relevant to create more users. All the users will be informed about all cases submitted for their business.
The username is the users e-mail address. The password is set by the user.
Remember that this is a login to the support system and must not be confused with the login to QM365's systems Manage or Better.
In this guide you will learn how to create a new user, how to enter a support case and how to access and respond to all your support cases.
How to create a new user
A QM365 employee creates will create the Jira user for you. When we create a user, you will receive an invitation from Jira Service Management.
The email will look something like this:
Once you have clicked the link, enter your full name and the password you want to use:
If you cannot find the e-mail in your inbox, it may be because it has ended up in your spam folder. Locate the email in your spam folder and mark it as not spam.(
)If you fail to locate the e-mail, click on the link above. I will take you directly to the login-page. https://simplisoftware.atlassian.net/servicedesk/customer/user/login
When you log in, you choose a suitable password for yourself.
NB! When you are done logging in, send an email to your customer advisor who sent you this user guide.
How to submit a new support case
After logging in, you will come to a page where you must choose the type of case you want to create. We have split the entries into categories to make sure we can assist you as quickly as possible.
Tip for you: you will also find a link to access our help videos. These videos answer commonly asked questions by showing how to perform different tasks in Manage, Better and the other modules.
This is the login page:
If you want to submit a support case, Press the «button» at the bottom of the page.
Read the help text below the category to understand what category is the correct one for your entry.
Brief explanation:
If you want to report an issue (bug), change the configuration, order an upgrade or other product-related requests, select category 1.
If you have questions about usage of the system, select category 2.
This category applies if you want to get in touch with us for other reasons. If you have criticism or praise, want to talk to someone in administration/sales, or have questions related to your invoice, is the one to choose.
Once you have selected a category, you get several choices, the number of choices depends on the category you have chosen.
If you have selection of category was incorrect, simply change the category by clicking on the category name (in this case, 1. Project support requests).
Choose the appropriate request type by clicking on it, e.g., Change request.
Summary
Provide a descriptive name, remember that both you and support should understand what the case contains based on this title.
Description
Provide detailed information:
What is wrong/what changes do you want?
If error/bug, what did you do before it occurred?
What web browser did you use?
Paste any error message.
If applicable, provide Link or ID to Case/Document/Page.
Attachment
Add any screenshots that describe the case. These can be pasted directly to the case, or you can click the Browser button if you want to add an image or document.
When you click the Send button, a support case will be created in Jira Service Management. The case is registered, and you will receive a confirmation email with a unique reference number. The case will then be taken care of by our support team. You will always be able to see progress in the case by logging into the support system.
When there are updates from our side, either if the case is resolved or we have a question, you will receive an email. You can update the support case yourself, e.g., answer questions, by logging in to the support system. It is also possible to do this by replying across the line in emails from Jira, but you get the best overview by logging in to the support system. This also ensures that everything is included in the support case.
How to access your support tickets
When logging in, you can find an overview of all your requests by clicking on the Requests button in the top right corner. Two options will be given, either see all tickets Created by me, «Organization» or All. The latter will show all the requests in your organization (depending on access rights).
How to add comment to a support ticket
From the overview, select the appropriate request by clicking on the unique reference or Summary. Click on Add a comment, enter your comment, and finally click save.