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- Tickets may be submitted via email, or through the portal. However, we strongly encourage using the portal.
- Tickets submitted through the portal are automatically routed to the correct groups, resulting in faster issue resolution.
- Tickets are submitted by an individual, for the organization.
- All tickets are visible on the portal to everyone in the organization.
- We recommend setting up a distribution list and limiting portal access to specific users.
- You will receive an email when a comment is added to your ticket.
Landing PageThere are three ways to get to the Customer Portal from your browser:
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Using one of those methods will bring you to the Customer Portal landing page (if you are logged in already). From the landing page, you can search the wiki/knowledgebase or submit a new ticket. Sometimes you will see a shortened menu of recent items and a link to the Customer Portal under the heading "Popular". Clicking the Customer Portal link will bring up the full list of issue types (if they are not displayed already).
Landing Page showing all Request Types
Searching
Finding information on the wiki is fairly easy from the Customer Portal. You may search the wiki using the search box on the landing page, or when you submit a new Jira ticket through the portal, Jira will automatically search the wiki using keywords you entered into the ticket summary. These automatic searches can help customers find information related to the ticket they want to submit, and maybe get the answers to their question before having to submit a ticket.
Submitting a Ticket
From the portal, click on one of the request types to start a new ticket. Make sure to always use the “Raise this request on Behalf of” selector when making a ticket for a customer. Fill out the required fields on the form and click "Create". Once the ticket has been created, the customer will be able to access it via the Customer Portal.
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The following sections describe how to submit specific issue types.
How Can I report a Bug?
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How do I request an upgrade?
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How do I request a new feature?
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How can I request Professional Services?
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How do I report an Outage?
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How do I ask a General Question?
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Viewing Helpdesk Tickets
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Resolving Requests
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