Version 2.0
Table of Contents Table of Contents... 1 Document Information... 3 Getting Started... 4 The GOSS Online Support System... 4 Login... 4 Lost/forgotten password?... 4 Using the GOSS Online Support System... 5 GOSS Online Support System homepage... 5 Tickets details... 6 Top navigation options... 7 Creating and Updating Tickets... 8 Creating tickets via https://support.gossinteractive.com... 8 Creating tickets via email... 9 Updating tickets... 10 Best Practice... 11 Logout of the support system... 11 GOSS Interactive Ltd... 12 Additional help... 12 Notes... 12 GOSS Interactive Ltd 2013 March 2013 (Page 2 of 12)
Document Information Amendment History Version Date Name Description 1.0 03 Feb 2009 Adinda Sima Original 1.1 16 Feb 2009 Pete Stevens External notes added 1.2 26 March 2009 Marie Rendle Details on information required 1.3 18 November 2009 Marie Rendle 1.4 02 June 2011 Barry Fender 2.0 06 March 2013 Tim Gulliver Complete overhaul Additional information on using emails for the support system and changes to the queues Update of illustration images to reflect changes in the support system display The following symbols are used throughout the document to indicate specific information: - Indicates a non technical note Indicates a Technical note Indicates a tip Indicates a warning GOSS Interactive Ltd 2013 March 2013 (Page 3 of 12)
Getting Started The GOSS Online Support System The Online Support System, also known as OTRS, is one of the primary interfaces used to log, track and resolve support issues in icm and on live websites. Users are able to view current open tickets, access their previous queries and contact the GOSS Support Team. The support system can also be used to contact your account manager and request new work that can be raised as a quote. Login To access the support system click on the URL below or copy it into any web browser. https://support.gossinteractive.com This should redirect you to https://support.gossinteractive.com/customer.pl If you are a new user you can use the Forgot password option to generate a new password. Note that new users must first be created by the GOSS support team contact GOSS to request this. After logging in to the system you can access your own tickets or ones raised by your colleagues, create/add notes to tickets and change your account settings. Lost/forgotten password? Figure 1: Login page In the Forgot Password section, enter your email address within the Username field then click Submit. You will then receive an email with instructions on resetting your password. GOSS Interactive Ltd 2013 March 2013 (Page 4 of 12)
Using the GOSS Online Support System GOSS Online Support System homepage After you have successfully logged into the support system, the default view is My Tickets, which lists open tickets created by the logged in user. The My Tickets and Company Tickets options allow you to see an overview of tickets that you or another member of your company have opened. Figure 2: My Tickets page From the My Tickets view you have several choices. Clicking on a ticket reference number takes you to the Ticket details view. This allows you to see the most recent notes on a ticket, add additional information and reply to any queries raised by the support team. GOSS Interactive Ltd 2013 March 2013 (Page 5 of 12)
Tickets details Top navigation Print (as PDF) View previous notes related to this ticket General ticket information Add notes to the ticket Change state Figure 3: Ticket details GOSS Interactive Ltd 2013 March 2013 (Page 6 of 12)
Within this view you can: 1. Add notes to the ticket The text box allows additional notes and attachments to be added to a ticket and you can change the ticket status from open to closed or re-open a closed ticket. 2. Print Takes the whole ticket and generates a PDF of all notes in date order. Notes are organised by date and time at the top of the screen. Click each note to view the information it contains. On the right hand side is general information: Status new, open, merged, with client or closed Priority the appropriate priority level for the ticket Queue the type of issue and the team looking at the ticket Please notify GOSS if the priority level should be changed. Top navigation options The top navigation takes you to the following pages. Link New Ticket My Tickets Company Tickets Search Preferences Logout Details To raise a new ticket View all tickets that you have raised View all tickets submitted from your company where tickets may be viewed to add notes, close or re-open the ticket as required Search for tickets Amend your personal preferences and password To logout of the application GOSS Interactive Ltd 2013 March 2013 (Page 7 of 12)
Creating and Updating Tickets Tickets can be raised using the support system or by sending an email to the support system at otrs@support.gossinteractive.com, along with any relevant attachments, error messages and screenshots. Note that OTRS has an auto response feature. Please avoid opening new tickets from an email address that has an active out of office notification or any other auto responder. Creating tickets via https://support.gossinteractive.com Tickets may be raised within the support system by choosing the New Ticket option at the top of the page then filling out the options displayed in the screenshot below. Figure 2: Add ticket screen GOSS Interactive Ltd 2013 March 2013 (Page 8 of 12)
Details when creating a New Ticket 1. To: Select the Department that should investigate the issue e.g. Support or Account Mgr (Account Manager). 2. Subject: The title of the issue being raised, please give a brief description of the error. 3. Text: The details of the ticket - please refer to the Best Practice section on page 10. 4. Attachment: Use the Browse button to locate relevant files to attach to the ticket. Attaching screenshots of the error or any error emails received to help with our investigations. Creating tickets via email Tickets may be raised automatically by sending an email to otrs@support.gossinteractive.com. The email subject will become the title of the support issue and any attachments will be attached to the first note in the new ticket that is raised. Please ensure that all relevant information is entered into the email using the Best Practice section on page 10. Tickets raised by email will receive an automated response confirming a ticket has been raised. The email will contain details of the ticket as follows: From: Goss Support System [mailto:otrs@support.gossinteractive.com] Sent: 17 November 2012 18:20 To: [Your name] Subject: [Ticket#1011381] Ticket title Hi [your name] Thank you for your email to GOSS Support system. We're dealing with your query and aim to respond to you as soon as possible. Your new ticket number is: [1001381 (http://support.gossinteractive.com/otrs/customer.pl?action=customerticketzoom&ticketid=7022)] You wrote: [Your message] Kind regards, GOSS support team t: +44 (0)1752 517350 f: +44 (0)1752 517110 e: otrs@support.gossinteractive.com w: www.gossinteractive.com GOSS Online Support System http://support.gossinteractive.com GOSS Knowledgebase http://www.gossinteractive.com/kb GOSS Interactive Ltd 2013 March 2013 (Page 9 of 12)
Updating tickets Additional content can be added to tickets using the support system or by replying to emails sent by the support system i.e. from otrs@support.gossinteractive.com. Updating tickets via https://support.gossinteractive.com Please choose either My Tickets or Company Tickets option to see a list of tickets that you or another member of your Company has opened. Click on the ticket number to view the ticket notes and add new notes to the ticket. Updating a ticket via email Content may be added to the ticket by replying to en email sent by the support system i.e. from otrs@support.gossinteractive.com. Replying to emails from the support system will automatically add comments to the relevant ticket, along with any attachments. Before replying to an email, please double check the ticket number/title in the subject line to ensure that you add a comment to the intended ticket. GOSS Interactive Ltd 2013 March 2013 (Page 10 of 12)
Best Practice Before opening a new ticket please consider the following: Is there an answer to your enquiry on our FAQ? To find out visit: http://www.gossinteractive.com/kb Has this issue or enquiry already been raised? Check your list of open tickets maybe a colleague has already reported it and the Goss Support Team are already working to resolve it. Goss operates a 1 issue, 1 ticket policy. If you have multiple issues or enquiries please raise a new ticket for each. This allows much easier tracking of the progress of a ticket. When raising tickets, please include the following details to help us investigate your issue more swiftly: An overview of the problem and when it occurs, including details of any investigation that you have performed e.g. tested on additional PCs, cleared browser cache etc. o If the problem is intermittent, any information that might help to identify a trend Any error messages received or screenshots that help to identify the problem URL of the site or IDs of articles/media etc. that are causing concern icm version - this should be displayed in the browser title when you login to icm The browser and version you are using e.g. Internet Explorer 9 or Firefox 17 Logout of the support system Once you have finished using the support system, please ensure that you click the Logout button. GOSS Interactive Ltd 2013 March 2013 (Page 11 of 12)
GOSS Interactive Ltd Additional help 24 Darklake View Plymouth Devon PL6 7TL United Kingdom Web: www.gossinteractive.com Help: www.gossinteractive.com/kb The Help URL is held in a secured section of the Site, if you have any trouble accessing this area - please contact your Project or Account Manager. Notes All copyrights and trademarks acknowledged All reasonable precautions have been taken in the preparation of this document, including both technical and non-technical proofing. GOSS Interactive Ltd and all staff assume no responsibility for any errors or omissions. No warranties are made, expressed or implied with regard to these notes. GOSS Interactive Ltd shall not be responsible for any direct, incidental or consequential damages arising from the use of any material contained in this document. If you find any errors, please inform GOSS Interactive Ltd. Whilst every effort is made to eradicate typing or technical mistakes, we apologise for any errors you may detect. All courseware and technical documents are updated on a regular basis, so your feedback is both valued by us and will help us to maintain the highest possible standards. GOSS Interactive Ltd 2013 March 2013 (Page 12 of 12)