Entering Support Requests Online with the Cubeware Online Ticket System July 2013 Cubeware Support
About this document We reserve the right to change any information contained in this document. Cubeware GmbH does not make any guarantees in this respect. The software described in this document is supplied under the terms of a license agreement and may only be used and copied in accordance with the provisions of the license agreement. Cubeware GmbH has taken every care to publish accurate information in this document and program and other enclosed information media, and accepts no guarantee and no legal responsibility or other liability for the use of this information. Cubeware GmbH cannot be held liable for any loss or damage that is attributable to a program error or similar, nor for violation of any patent rights or other rights of third parties resulting there from. Copyright notice Copyright 1997-2013 Cubeware GmbH. All rights reserved. No part of this document may be duplicated, transmitted, stored in a data retrieval system or translated into any other language in whatsoever manner without the prior consent of Cubeware GmbH. This documentation is protected by the Copyright laws and the international Copyright provisions and also by legislation and provisions for the protection of intellectual property. Protected rights Cubeware is a registered trademark. Microsoft Windows is a registered trademark of Microsoft Corporation. SAP, SAP R/3 and SAP Business Information Warehouse are registered trademarks of SAP AG, Walldorf. All other trademarks mentioned in this documentation are trademarks of the relevant owners. Limitation of liability The information contained in this document is subject to change without prior notice and does not constitute any obligation. Up to the maximum limit allowed by law, Cubeware or its suppliers cannot be held liable for special, incidental, indirect or consequential damage (including loss of business profits, disruption of ongoing business operations, loss of business information or any other monetary loss without any restrictions). In particular, Cubeware GmbH cannot accept any liability relating to incorrect or improper use of the documentation or where no precautions against possible damage have been taken. Cubeware Support Entering Support Requests Online with the Cubeware Online Ticket System Page 2 of 9
Contents 1 Introduction... 4 2 Support Requests via Web... 5 2.1 Frequently asked Questions (FAQ search)... 6 2.2 Review Your Existing Tickets (Overview)... 7 2.3 Submitting A New Support Request (New request)... 8 Cubeware Support Entering Support Requests Online with the Cubeware Online Ticket System Page 3 of 9
1 Introduction In order to make our support even more effective we offer our customers and partners the possibility to submit their support requests online. You can review the tickets submitted by your company online in the web, however you will also receive the whole support correspondence per email. Additionally we provide a permanently growing collection of frequently asked questions with answers and solutions for you. Please note: the more accurate and detailed the information is, the faster and more precisely we can react. Cubeware Support Entering Support Requests Online with the Cubeware Online Ticket System Page 4 of 9
2 Support Requests via Web Please submit your support requests here: https://support.cubeware.com/ Insert your business e-mail and your Online Ticket System password, you receive from us, for your correspondence with Cubeware Support. The Online Ticket System notifications will be sent to this e-mail address. If you forgot your Online Ticket System password, please click on the respective question. Then it will be sent to the stated e-mail address. You are an authorized support contact person and have no personal access data so far (user name and password)? Then please select English, log on to the Info Center and fill in the form there. The Cubeware Online Ticket System offers you: 1. FAQ search even without logging on 2. to review and follow up your existing tickets after logging on 3. to submit a new support request after logging on Please log out, when you leave our site. After 60 minutes without activity you will automatically be disconnected from the system. Cubeware Support Entering Support Requests Online with the Cubeware Online Ticket System Page 5 of 9
2.1 Frequently asked Questions (FAQ search) You will always reach our FAQ search even if you are not logged on. You can narrow the search down by Product and filter by search criteria (Search in) in Problem and/or Solution. For our German and international customers our FAQs are written in German and English as well. The German and the English Subjects are separated by. In order to get along with the description of the problem and the solution the English entries are marked by -----(EN)-----: Cubeware Support Entering Support Requests Online with the Cubeware Online Ticket System Page 6 of 9
2.2 Review Your Existing Tickets (Overview) As soon as you are logged on, or if you select Overview, My Tickets are selected by default and you see all the tickets submitted by yourself. Your colleague is in vacation and you take care of his issues? No problem: select All Tickets and you will see all the support tickets submitted by your company. As well if you have a new request, please see All Tickets. Possibly one of your colleagues has already submitted the same issue? For a better overview the tickets are grouped by Status. Expand these groups with + and collapse them with -. To see ticket details, click on the respective IID. To follow the given links to our Info Center your logon is required. Cubeware Support Entering Support Requests Online with the Cubeware Online Ticket System Page 7 of 9
2.3 Submitting A New Support Request (New request) Partners select the name of their customer inquiring. Please select product, area, priority and request type. Enter the ticket number of your own support system if you have one. It will always be part of the e-mail subject regarding this ticket. Type in the subject and also a detailed description. Supplying a detailed problem description and all necessary diagnostic files will help us finding a solution to your problem. After submitting your support request a ticket will be generated automatically and subsequently you will receive a mail confirmation as usual. Priority Please choose the priority carefully by the actual urgency: High system use is severely impinged. Work cannot be done. Medium system use is affected, but work can continue. Low system use is not affected at all Note: (Standard) is a system internal annotation and can be ignored. Request Type Error report you detected an error or a problem using the software Question you have a question Feature request you have a feature request which might improve the software Consulting services you need some assistance from our consultants Having completed the request you have the possibility to upload files attached to the ticket. You can upload further files at any time. When reporting software errors or serious problems, please always add the information file of the Cubeware Support Tool. Details about handling the Support Tool and information about what the information file contains are described in the Cubeware Support Tool. In case of a program crash please send us the analyzer report (this must be enabled in the options of the Support Tool). Send us all information that may help resolving the problem, for example a detailed problem description documented with screenshots, log files, etc. In our Checklist we have listed and grouped by areas what usually is required for the resolution of an issue. Cubeware Support Entering Support Requests Online with the Cubeware Online Ticket System Page 8 of 9
Ticket details provides more information about the ticket. Any time you can upload more files or enter a comment and this will be appended to the history. Please use a comment to inform us about any other changes to the ticket (product, version, priority, ) we will then update the ticket for you. The solution is displayed separately. Documents contains all attached files. Here you can also download those we provided for solving the request, i.e. dll s, documents, etc. Details, proceedings and history displays activity on the ticket. Cubeware Support Entering Support Requests Online with the Cubeware Online Ticket System Page 9 of 9