Using the Customer Portal

Users can Report a Bug in PCR-360 with the Report a Problem form at help.pcr.com. 

1. On the Report a Problem form at help.pcr.com, enter the following information.
2. Enter a Summary of the bug being reported. This is a required field.
   1. For example, "Big Red Oops error when closing a GLA".
      
3. Enter the Description of what problem or bug is happening. This is a required field.
   
4. Enter the Steps to Reproduce the bug. This is a required field and important so PCR can track the underlying cause of the bug.
   
5. Enter the System where the bug happens.  This is a required field.
   
6. Enter the PCR-360 version into the Affects Version/s field. This is a required field.
   
   1. To find the version click the  at the top right in PCR-360.
7. Any additional information can be entered into the remaining optional fields:
   
   1. Impact
   2. Any Attachments with screenshots of the bug.
8. Click the Create button. 
   
   
   The bug ticket will be submitted to the PCR Helpdesk team to investigate the bug and look for a solution.

Users can request a newer version of PCR-360 for either the Test or Prod environment with the Upgrade Request form at help.pcr.com. 

1. On the Upgrade Request form at help.pcr.com, enter the following information.
2. Enter a Summary of the work needed. This is a required field.
   1. For example, "Upgrade our Test environment to 2019.6".
      
3. Select the System that needs to be upgraded. This is a required field.
   
4. If there is a particular date the upgrade should be done on, enter that date in the Requested Completion Date field. We cannot guarantee an upgrade can be completed on the requested date, but we will work with you to find a date that works for both you and PCR.
5. Any additional information can be entered into the remaining optional fields:
   
   1. Additional Details
   2. Impact
6. Click the Create button. 
   
   
   The Upgrade Request will be submitted to the PCR Helpdesk Team to schedule the requested upgrade.

Users can request a newer version of PCR-360 for either the Test or Prod environment with the Upgrade Request form at help.pcr.com. 

1. On the Upgrade Request form at help.pcr.com, enter the following information.
2. Enter a Summary of the work needed. This is a required field.
   1. For example, "Upgrade our Test environment to 2019.6".
      
3. Select the System that needs to be upgraded. This is a required field.
   
4. If there is a particular date the upgrade should be done on, enter that date in the Requested Completion Date field. We cannot guarantee an upgrade can be completed on the requested date, but we will work with you to find a date that works for both you and PCR.
5. Any additional information can be entered into the remaining optional fields:
   
   1. Additional Details
   2. Impact
6. Click the Create button. 
   
   
   The Upgrade Request will be submitted to the PCR Helpdesk Team to schedule the requested upgrade.

Professional Computing Resources offers a number of services for our customers with the Request Professional Services form at help.pcr.com. 

1. On the Request Professional Services form at help.pcr.com, enter the following information.
2. Enter a Summary of the work needed. This is a required field.
   1. For example, "Make the Service Reference field required".
      
3. Enter the type of work requested in the What Kind of Service? field. This is a required field.
   
   1. Custom Events - create customized behaviors in PCR-360
   2. Custom Integrations - connect with external applications via the API
   3. Custom Validations - add validation logic for some data type
   4. Data Refreshes - copy prod data to test to keep test data current
   5. Importing a File - help writing Imports or Import Conditional Logic
   6. Paid Feature - pay to add a specific feature, or escalate a feature into a specific patch/version
   7. Report Writing - get an AdHoc grid built to specification
   8. Training - request additional training above and beyond the initial training PCR provides
4. Enter a Description and outline your requirements for the requested work. Make sure to include all relevant details of the needed work.
   
5. If there is a particular date the upgrade should be done on, enter that date in the Requested Completion Date field.
6. Any additional information can be entered into the remaining optional fields:
   
   1. Requested Completion Date
   2. Impact
   3. Attachment
7. Click the Create button. 
   
   
   The Professional Services Request will be submitted to the PCR Account Manager who will confirm details and work to schedule the requested work.

Outages are any issues where Users cannot access the application. The problem might be anything from the server being down, to Permissions not being set correctly.

1. On the Outage Report form at help.pcr.com, enter the following information.
2. Enter a Summary of the work needed. This is a required field.
   1. For example, "Some of our users can't log in".
      
3. Enter a Description of the problem that Users are experiencing. Include as many details as possible to help us identify and resolve the issue.
   
   1. For example, "We have five Users that are not able to log in. Everyone else seems to have access. Why is this happening?".
      
4. Select the System that is experiencing an outage or failure. This is a required field.
   
5. Enter the Impact on Users. This can help PCR more quickly determine the root cause of an Outage and provides a starting place to find the root cause.
   1. Critical - no one can access the application
   2. High - a couple of Users are not having issues, but most everyone else is not able to use the application.
   3. Medium - a few Users are having issues, but the issue appears contained to them.
   4. Low - one or two Users are having problems
      
6. Optionally enter the PCR-360 version into the Affects Version/s field. 
   
   1. To find the version click the  at the top right in PCR-360.
7. Click the Create button. 
   
   
   The Outage Report will be submitted to the PCR Helpdesk team to determine the cause and seek a resolution.

Users can request Forum access or ask other general questions with the General Requests form at help.pcr.com. 

1. On the General Requests form at help.pcr.com, enter the following information.
2. Enter a Summary of the work needed. This is a required field.
   1. For example, "Give a user forum access".
      
3. Enter a Description, which should be the details of a given request. This is a required field.
   1. For example, "Please give our new hire "Tim Smith" access to the PCR forum. His email is tsmith@example.edu."
      
4. Any additional information can be entered into the remaining optional fields:
   
   1. Type of Request
      1. Access to the Forums - request access for users to the PCR forum.
      2. Question - any question that is not covered with the other helpdesk ticket types.
      3. Other 
   2. Impact
5. Click the Create button. 
   
   
   The General Request will be submitted to the PCR Helpdesk Team for review; PCR will find an answer to your request as quickly as possible.