open windows Open Windows Logging Open Windows Product Support Issues Open Windows Australia Pty Ltd ABN

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1 open windows Open Windows Logging Open Windows Product Support Issues Open Windows Australia Pty Ltd ABN Glenferrie Road, Hawthorn VIC 3122, Australia ph: fax: web:

2 DOCUMENT CONTROL Document Version The purpose of this section is to capture all changes made to the content of document. Version Date Updates / Changes Author / Reviewer Mar 2013 Initial Version Rachel Boyd Mar 2013 Revised Version Sianne Hussey Apr 2013 Approved Version Russell Doig All material contained herein is the intellectual property (including copyright) of Open Windows Australia Pty Ltd, unless otherwise stated. All rights are reserved by Open Windows Australia Pty Ltd. This material may not be used, copied, disclosed, communicated, modified, adapted or otherwise dealt with except as expressly agreed in writing by Open Windows Australia Pty Ltd. 2 Copyright 2013 Open Windows Australia Pty Ltd

3 Contents 1 Using the Open Windows Support Portal Logging in to the Open Windows Support Portal Navigating the Open Windows Support Portal Using the My Settings area of the Open Windows Support Portal Creating a ticket in the Open Windows Support Portal Updating a ticket in the Open Windows Support Portal Logging out of the Open Windows Support Portal Using to contact Open Windows Support Creating a ticket using Updating a ticket using Contacting Open Windows Support via Phone Page 3 of 17

4 1 Using the Open Windows Support Portal The Open Windows Support Portal allows you to create, track and edit Open Windows Product Support requests (known as tickets) using a web interface. This system will allow you to add in detailed information regarding the issue you are having, including screenshots and any error messages, to assist in troubleshooting your issue. 1.1 Logging in to the Open Windows Support Portal The Open Windows Support Portal is located at This web address is available for all of our Open Windows support enabled customers to access. When an account is initially created for you on the system, you will receive an notification which will include your username and a system generated password. You can change this password at any time once you have logged in by going to the My Settings page (see section 1.5). To log in to the support portal, go to the above web address where you can type in your username and password. Your username will be your address, and your password will be as per the initial account creation , or what you have subsequently changed it to. If at any time you forget your password, you can have the system you a password reset link by using the Forgot Password? link on the logon page. Page 4 of 17

5 Enter your user account details on the web portal page and click the Login button. This will then log you in to the Open Windows Support Portal, where you can create, track and edit your support tickets. Page 5 of 17

6 1.2 Navigating the Open Windows Support Portal You can navigate through the support portal as you would a standard web page. There are three main sections available, Tickets, New Ticket and My Settings. The Tickets area displays a list of all your previously logged support tickets, and you can filter them by status using the tabs on the navigation menu (for example, New, Open, Hold, Solved and Closed), and expand them to view their details. This area provides you with a historical record of all support tickets you have previously logged with the support team, and allows you to see any which are currently in progress. You can also search through all of the tickets that you have previously logged using the search bar available on the right hand side of the portal. The New Ticket area is used to log new support issues with the support team (see section 1.3), and the My Settings area is used to edit your personal details and change additional options such as which notifications you would like to receive from the system (see section 1.5). Page 6 of 17

7 1.3 Using the My Settings area of the Open Windows Support Portal The My Settings area of the support portal is where you can change your password, your notification settings and also your default language (please note this will only change the language of the interface, it will not translate the contents of any support tickets for you). To go to the My Settings area of the portal, after logging in click the My Settings link on the upper right hand side of the screen. This will load the My Settings area for you.!! Please Note: Changing your address or company information in this area will change how your tickets are routed within the Open Windows support teams as well as your support portal logon information. Please do not change these settings. Page 7 of 17

8 In the My Settings area, scroll down to the Localization Settings panel. In this panel you can change your Language and Time Zone settings. In the Change Password panel you can update your password for the support portal, and in the Notification Preferences panel, you can change what notifications you receive from the system. Currently, the system will notify you via when a new ticket has been created in the support portal for you, and also when an update has been made to any tickets you currently have open by one of the support team. Activating the tick box next to each notification will enable it for you.!! Please note: Each settings panel has its own separate save button, so once you have updated the settings to your liking in a panel, be sure to click the correct button to save those settings. Page 8 of 17

9 1.4 Creating a ticket in the Open Windows Support Portal After logging in to the support portal, you will automatically be taken to a page listing all of your previously logged tickets. To log a new ticket, click on the New Ticket link at the top left of the screen. This will take you to a page where you can enter the details of the issue that you are having.!! Please Note: For all Open Windows Product Support issues, please choose the Open Windows Product Support category. You can then choose from there which Open Windows product you require assistance with. Page 9 of 17

10 On the New Ticket screen, you can select the category and priority of the call that you are logging. When you select the Open Windows Product Support category, the screen will populate with a number of extra options to allow you to provide more detail about the issue that you are having. After selecting the category and priority of the call, select the product that you are having an issue with (for example Contracts ), and then include the version number of your product. You can also include additional information such as in your own internal reference number. Page 10 of 17

11 The final area of the screen allows you to enter the details of the call, and also attach screenshots of any error messages relating to the issue or any additional documents that you wish to include. Use the Subject and Message text entry boxes to outline the fault or query that you have, making sure to provide as much detail as you can. Once you have filled in all of the relevant information relating to your call, click the Create Ticket button to create the ticket and notify the support desk of your issue. This will create a new ticket in the portal for you, and take you to the details of the ticket. An notification will also be sent to you to inform you that the ticket has been successfully created in the portal (unless you have disabled this notification, as per section 1.5). Page 11 of 17

12 1.5 Updating a ticket in the Open Windows Support Portal After logging in to the support portal you are taken to a page listing all of your previously logged support tickets. If you wish to update any of these tickets with additional information, or to reply to an update from the support team, you can do so from here. To open an existing ticket to update it, click the subject of the ticket (printed in bold at the top of the ticket). This will expand the ticket allowing you to include your update. Page 12 of 17

13 In the expanded view of the ticket, you can see the Add Response button at the bottom of the ticket. Clicking on this button will allow you to include additional information about the issue, or to respond to an update from the support team regarding your issue. Page 13 of 17

14 Once you have filled in the additional information that you wish to send and included any additional attachments, click the Send Reply button to update the ticket. A notification will then be sent to the support team member that is currently assigned to your ticket to advise them of the update that you have provided. Page 14 of 17

15 1.6 Logging out of the Open Windows Support Portal To log out of the support portal once you have finished using it, click the Logout link located in the top right hand corner. Page 15 of 17

16 2 Using to contact Open Windows Support In addition to the Open Windows Support portal, you can also use to log and update your support tickets. The address is linked to the Open Windows Support Portal, and any s sent in to that address will be directed to the Product Support team. 2.1 Creating a ticket using Sending a new to the address will automatically create a ticket in the system for you. You can use the subject line, body of the and the attachments exactly as you would for the Open Windows Support Portal these will populate the matching fields in the support ticket that is created. Open Windows recommends that you use the subject line to provide a basic outline of the issue, the body of the to provide as much detail regarding the issue as you can, and the attachments to provide screenshots of any error messages or any additional documentation that you wish to include. 2.2 Updating a ticket using When you have an existing support ticket that you wish to update, you can do so by replying to any notification regarding that ticket from Open Windows Support. You can also update an existing ticket by sending a new to the address and including the Open Windows Support Ticket ID in the subject line of your (in the format of #CTS ). When updating a ticket, Open Windows recommends that you use the body of the to provide as much detail regarding the update as you can, and the attachments to provide screenshots of any error messages or any additional documentation that you wish to include.!! Please Note: Open Windows is in a transition period between Support Systems, during this transition all s integrating to the new support portal ticketing system need to use the Page 16 of 17

17 3 Contacting Open Windows Support via Phone At any point in time you can ring Open Windows support to discuss any issues you might be having with our product line on Our support hours are 8am until 5pm Monday to Friday Australian Eastern Standard Time. Open Windows Support can also log and update tickets in the system on your behalf, and also answer any queries you may have about the Open Windows Support Portal. Page 17 of 17