Assetas support

System Tickets

The Technical Support ticketing tool allows you to submit a question, request for a new feature, or suggestion on how to make the system better and get a response from a solution engineer.

Search for a ticket | Add a new ticket | Add attachments | Manage ticketsRelated topics

 
  1. Expand the "Technical Support" menu on the sidebar navigation.

  2. Select one of the list options:

    • "My Tickets" will display the list of your tickets.

    • "Open Tickets" will display a list of tickets with a status of Open.

Search for a ticket
  1. Expand the "Technical Support" menu on the sidebar navigation.

  2. Select "New" to create a new ticket.

  3. Populate the fields. Data fields with an asterisk (*) are required.

  4. Select "Save" upon completion.

Add a new ticket
 
Create New Ticket

Populate the following fields:

  • Type*: Select the appropriate type of ticket.

    • A "Bug" means that you have identified an issue within the system.

    • A "Question or Guidance" means that you have a situation that you'd like to discuss.

    • A "Requested Change or Addition" means that you have identified a change that you feel would improve the system. 

  • Priority*: Select the appropriate priority level of the ticket.

    • "Low" is used for aesthetic items that don't impact functionality.

    • "Normal" is most often used.

    • "High" is used when the user is unable to move forward without resolution.

    • "Critical" is used for issues accessing the system.

  • Summary*: Enter a summary of the support ticket.  

  • Description: Please provide a more descriptive outline of the support request.  Ideally, provide step-by-step instructions for replicating the item.  Where possible provide information about what record you were on, what steps you were trying to perform, and any error messages.

Attachments allow you to supplement your ticket with images, documents, or video files to visually demonstrate the ticket description.  

If you have just finished adding a new ticket, skip to Step 5.

  1. Expand the "Technical Support" menu on the sidebar navigation.

  2. Select one of the list options:

    • "My Tickets" will display the list of your tickets.

    • "Open Tickets" will display a list of tickets with a status of Open.

  3. Locate the ticket record.

  4. Select the View/Edit button for the desired ticket.

  5. Select the "Add" button in the Attachments section.

  6. Select the files for upload.

  7. Select "Upload All Files" upon completion.  

  8. After selection, the files will display a progress bar and allow you to "Cancel upload" if needed.  

  9. Once the files have been uploaded, the system will return you to the list of tickets.

Add attachments
 
File Drop Area
  1. Ensure the files for import are closed; the system will not be able to import files that are open.

  2. There are two options for selecting up to 20 files for import, each with a maximum file size of 20 MB.

    • Open your file explorer to drag-and-drop the files into the designated area.

    • Click the text that reads, "Drop files here or click to upload." to launch the file explorer and choose your files directly.

Multi-file selection tips

  1. Multi-select individual files by pressing CTRL.

  2. Select a range of files by pressing SHIFT.

Manage tickets
  1. Expand the "Technical Support" menu on the sidebar navigation.

  2. Select one of the list options:

    • "My Tickets" will display the list of your tickets.

    • "Open Tickets" will display a list of tickets with a status of Open.

  3. Locate the ticket record.

  4. To the right of each record, under the Actions menu, you may:

  • View detailed information or edit the ticket data.

  • Delete this ticket and all associated data.