Contents Overview... 3 The flow of a ticket... 3 Getting help... 3 K2 Partner and Customer Portal... 3 K2 Knowledge Base... 4 K2 Community site...

Transcription

1 Support Ticket Help

2 Contents Overview... 3 The flow of a ticket... 3 Getting help... 3 K2 Partner and Customer Portal... 3 K2 Knowledge Base... 4 K2 Community site... 4 K2 Help Files... 4 Asking for help... 4 Help form K2 Community... 5 Help form K2 Support (Logging a support ticket)... 6 New Support Ticket form... 7 Ticket Owner Details... 7 Changing the Owner of a Ticket... 7 Issue Details... 9 Saved Environments... 9 Description of fields Ticket Subject and Problem Description Tips for Writing Good Support Tickets Example of a Good Support Ticket Attachments Attach a file Ticket Management My Support Tickets My Remote Services My Company tickets Action an existing ticket - Customer Actions Resolution Sent Ticket Notifications Customer Feedback... 17

3 Overview Submitting a clear and accurate support ticket assists the K2 support team in pinpointing the issue you have encountered, which can drastically reduce the time to resolution. The K2 support team can address detailed, clearly-written tickets quicker and more efficiently than those which are unclear or lack the necessary information and detailed steps to reproduce the behavior. The Process Flow of a Support Ticket Once a new ticket has been submitted by completing the necessary forms, it is sent to the K2 support team for review (Support Action). K2 Support will then work to find a solution to the issue and will contact the ticket owner to follow up with a resolution. If the K2 Support team requires more information from the ticket owner, K2 Support will update the ticket with notes including troubleshooting steps for the ticket owner to perform. The ticket is then sent back to the ticket owner for further action (Ticket Owner Action). Once the support team reaches a resolution, the ticket will once again be updated and passed back to the ticket owner to confirm that the issue has been solved (Resolution). The ticket owner can now approve or decline the resolution. On approval, the ticket is closed. Customer feedback New support ticket Support action Ticket owner action Resolution Ticket closure Getting help K2 has multiple resources available which can assist you in resolving the issue without enlisting the help of K2 support personnel. K2 Partner and Customer Portal The home page of the Portal includes a Support Search tab. This section can be valuable in finding resolutions to your technical issues before you even need to interact with support personnel. Use it to search for keywords or phrases that are related to problems occurring in an environment. The search results return information from both the K2 knowledgebase and the K2 community forums and knowledgebase articles. Results included information on how to utilize the software, design solutions

4 and resolve technical issues. This is the entry point to find a solution to your technical problems and should be used before considering a support ticket as the issue may have already been solved in the past. K2 Knowledge Base This database covers many aspects of K2 s products and offers tutorials and solutions. K2 Community site This site provides a repository of information that can be searched for frequently asked questions as well as forums where users can ask questions regarding the products they are using. This is a great resource for finding answers to application design, how-to related questions and issue resolution information. K2 Help Files With the installation of any K2 product, important help files are installed. Visit the Getting Started section of the documentation which contains valuable information such as troubleshooting tips and helpful pointers to using diagnostic tools. We find that many of the support tickets logged are resolved by a simple search through this documentation. The K2 product help files can also be accessed online through the K2 Knowledge Center. Asking for help Before logging a support ticket, always attempt to find a resolution by using the K2 support issue search

5 If for any reason you fail in your attempt to find a solution, you can request assistance in two ways: 1. Ask K2 technical community 2. Ask K2 support Help form K2 Community There are two ways in which you can engage with the community for assistance with technical questions: 1. On the Find My Issue search bar there is a section titled Need more help in this section there will be a button to ask K2 community for help. When you select this option, a new discussion form will load

6 2. Browse to community.k2.com, select the menu option Forum and select the button post a discussion Help form K2 Support (Logging a support ticket) There are two ways in which you can engage with K2 Support for assistance with technical questions: 1. On the search bar there is a section titled Need more help is this view there will be a button to Ask K2 Support for help. When you select this option, a new support ticket form will load

7 2. Log into the K2 Support Portal, a new support ticket can be created through the Support dropdown menu (Support > Support Ticket > New Ticket) New Support Ticket form This form is used to submit a new support case with the K2 Support team. The form is broken down into three sections; the Ticket Owner Details, Issue Details and Attachments sections. Ticket Owner Details In this part of the form the user will see the owner details of the ticket. These fields will be autopopulated with the current user s information when the form loads. The ticket owner can also be changed by using the Change Ticket Owner button (as highlighted in the above picture). Changing the Owner of a Ticket The change ticket owner functionality has three views depending on your user account type. Each of these views allow the user different options.

8 As a Customer A customer s user account has two options: Log and manage a ticket as yourself Assign ownership of the ticket to another user with your company Figure 1: Change Ticket Owner customer view As a Partner Partners have four options: Log and manage a ticket as yourself Change ownership within your company to another user Retain ownership and log a ticket on behalf of a customer Reassign the ticket to a customer For more information on how to configure a partner account in order to log a support ticket on behalf of a specific customer, please see Partner Customer relationship tutorial Figure 2: Change Ticket Owner partner view

9 Issue Details Use this part of the form to describe where the specific problem is occurring. Every field in the Issue Details section must be filled out. More about each field of the Issue Details section are described below: Figure 3: Issue Details section of the New Ticket form Ticket Category The Ticket Category dropdown list allows the user to choose what type of issue the ticket is in reference to (e.g. Performance Issue). Further information about each category can be found by clicking the Category Help button ( ). Environment The next dropdown menu is the Environment field and is used to select the specific environment where the issue is occurring. Note that the Environment Details section will be automatically filled once an environment is chosen. If this is the first time that a ticket is being submitted, this dropdown menu will be empty. The Add/Edit Environments button can be used to create a new entry for the specific environment in question. This control can also be used if a new environment has been added, or if information about an existing environment needs to be updated. For more information on how to configure your environments, see the Saved Environments section below. Type This field will be auto-filled when the Environment is selected. Severity Level Severity level is selected in accordance to the type of issue that is being encountered. For more information about each severity level, click the Severity Help button ( ). K2 Component From this dropdown menu, the user can select which K2 product is in question. Build No. Once the K2 Component has been selected, use this field to select the specific build. Feature Area This dropdown lists the features of the K2 Component in question. Select which one is most relevant to the ticket. Saved Environments Once the Add/Edit Environments button (fig. 3) is selected, the Saved Environment Templates popup view will be displayed.

10 Figure 4: Saved Environment Templates view. If any existing environments have already been created, they will be listed here. To create a new environment, click the New Environment button at the top of the form. The New Environment Details view will be displayed: Description of fields Environment Name Environment Type K2 Product K2 Product Build K2 Server Operating System SQL Server SQL Topology SharePoint Server SharePoint Topology Mail Server Mail Protocol Additional Notes Give the environment a unique name so that it is easily identified. Select the appropriate K2 environment type (e.g., Development, Production, Staging, etc.) Select which K2 product this environment uses (e.g., K2 blackpearl, K2 appit, etc.) Version no./build of specific K2 product Operating system where the given environment exists Where K2 Database resides How the SQL server is structured What version of SharePoint is used, if any? What version of Mail Server is being used? EWS, POP, SMTP Any details about the given environment that are worth mentioning

11 Ticket Subject and Problem Description Use this part of the form to describe the problem encountered. The ticket subject should be descriptive, but concise, and the problem description field is where elaboration should be added. All relevant information including steps on how the problem occurred should be added here. Tips for Writing Good Support Tickets Write your report clearly so that anyone can sit down and reproduce your bug. Avoid using jargons or abbreviated words because the person reading the bug report may not know what you're referring to. If you have difficulty following your own steps for reproducing an issue, chances are we'll find it difficult too. If you have a workaround, include step-by-step instructions in your support ticket this will assist the K2 team and possibly other users who might encounter the same issue in the future. Test your issue report before submitting it. Do the steps to reproduce your issue result in the same error or issue every time? Did you forget to write down a step? Walking through an issue report before submitting it helps ensure that your report is accurate and complete and contains enough information for us to research the problem effectively. Spending the necessary time up front to ensure that your support ticket is easy to read, and that all of the pertinent information is included, allows the K2 Support Team and developers to spend more time working on the issue and will help you avoid the frustration of having to backtrack in order to provide missing data. Follow the recommended format. Include a detailed description, numbered reproduction steps, expected results, actual results, and any discussion or comments, including your recommendations or workarounds.

12 Example of a Good Support Ticket Ticket Subject Unable to properly link a document library in a workflow. Ticket Details Issue: I have created a workflow that uses the Move Document step to move a document to a library named Closed Items. When I try to link to the reference of this Library in the Select destination site collection and specify options screen I cannot find this library available (see the attached document named EmptyOption.zip ). I have tried deleting this step and reconfiguring it but the problem keeps recurring. Reproduction Steps: 1. In a blank step drag the Move Document step into the workflow. 2. Specify a document reference in the workflow. 3. When selecting the destination Library the document library is unavailable. Additional Information: This library is a default SharePoint library without any changes made. Attachments Here you can add various attachments to the ticket. Please note that only certain files (.zip,.7z, and.rar) are able to be uploaded as an attachment. For example, if an image file needs to be uploaded it must first be zipped before attaching it to the ticket. Attach a file 1. Click the area highlighted in red 2. Select the file you want to attach 3. Click the upload button If a file has been attached in error, it can be deleted by hovering over the file and clicking the x in the top right corner of the attachment. The user also has the option of having all attached files deleted once the ticket has been closed. Once an attachment has been added, a check box labeled Delete attachment on ticket closure? Will appear below the attachment field. For every attachment in which this checkbox is selected, that file will be deleted when the ticket gets closed, otherwise it will be stored with the

13 closed ticket history. If you forgot to select this option for a certain file, you may choose the uploaded file and delete it so that you may re-upload the file with the option checked. When the ticket details have been completed, click the Submit button to add the new ticket for review. Ticket Management The Ticket Management section of the ticketing system offers different options to help users with searching for solutions that may already be available to them as well as a quick way to access present and past tickets, remote services actions and the company dashboard. My Support Tickets The My Support Tickets section is where all active support tickets for the logged on user reside. Those tickets that are awaiting your action will be found in the Tickets Awaiting My Action area, whereas the Tickets Awaiting K2 Support Action are those tickets that are being reviewed and worked upon by support technicians.

14 My Remote Services My Remote Services is similar to previous section but only applies to Remote Services actions. My Company tickets The My Company tickets is another useful tool that allows the user to view Support Tickets and Remote Services Requests. Tickets displayed here will not only show tickets logged by the logged on user, but all tickets logged by every user in your company. The option is given to view either All Currently Open Items or All Closed Items by selecting the appropriate radio button at the top of the form. To view more details of a specific item, double-click on the item and the snapshot page of that ticket will be opened.

15 Action an existing ticket - Customer Actions This step allow you to interact with K2 Support on an existing ticket and is a task created for you when support personnel requires your input. You will be notified by when your action is required. You can also view a list of open tickets on the My Support tickets work list view as described above. This task can only be actioned by the ticket owner and will belong to a single user. Your action is required in order to complete this step. This form allows the ticket owner (you) the following ability: 1. Review existing details of the ticket 2. Review or add notes to the ticket or a message for the support engineer 3. Take an action on the ticket, like close the ticket or Route back to support 4. View, add or delete any attachments 5. View ticket transaction history It is recommended to add new notes to provide more information for the support team when performing this task.

16 Resolution Sent After a potential solution to an issue has been found, support will send a resolution notice to the user. An will then be received by the user notifying them that a resolution for the ticket has been submitted by the support team. The notice of resolution will also be displayed in the user s ticket queue on the Ticket Management page (as pictured). During this step you have the options to either: Close Ticket Decline Resolution The first option available signifies that the given resolution is satisfactory and can be promptly closed. The second action, Decline Resolution, is available to the user to indicate that the solution to the current issue has not been solved yet and needs further investigation. If a resolution has been declined the reason for this should be given along with any additional notes the user might want to include. Ticket Notifications When a ticket has been submitted a notification will be sent from support personnel requesting the owner to take action on behalf of the ticket. There are various types of notifications that can occur: Action notifications: In this notification a quick description of the ticket is given as well as a link to that specific ticket. a. Ticket owner action - a notification if support requires your action b. Resolution notifications a possible resolution to your issue has been provided. Your action is required to review and accept or decline the resolution Notifications when adding notes if you add notes to the ticket, support personnel will be notified. If support personnel add notes to the ticket, you will get a notification. Ticket Closure notifications your issue has been resolved. You now have the ability to view a transcript of the issue and provide feedback on the service you received and the product. Here is an example of a notification given when a ticket owner is required to take action on a ticket:

17 When a ticket owner has been notified of these actions there are two methods to access the corresponding ticket. The first method is to click the link given in the . The second method is to access the Ticket Management Page and double-click on the ticket from the queue. Customer Feedback K2 Support constantly strive to provide a better quality service to our customers and value your feedback at every step of the way. You will have the ability to provide feedback during each interaction with K2 support personnel through the support ticket system. There are three methods to provide feedback: 1. Feedback on during an active support case. To provide feedback, open a ticket in Owner action or Resolution sent. Navigate to the Notes & Actions tab. Indicate your satisfaction with the service by sliding the Feedback slider and adding optional notes. 2. Open a ticket closure notification and follow the feedback link provided. 3. When submitting a new ticket. Feedback can be provided on any K2 digital assets, personnel or K2 product by selecting the ticket Category as Feedback