This document section describes in detail the process to raise a support ticket with the APLIQO Help Desk for customers of our pre-built solutions:
Financial Performance Management (Apliqo FPM)
OperationalPerformance Management (Apliqo OPM)
Consolidation & Close (Apliqo CC)
Limited Partner Portfolio Management (Apliqo LPPM)
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Via email to apliqoC3.helpdesk _at_ cubewise.com
Via the support desk portal at http://apliqo.visionhelpdesk.com
Onboarding to Apliqo Support
During your project onboarding on boarding the product owner at your organisation will have recieved received logon details to the helpdesk portal. For regular end users the email gateway should be sufficient. However, any user creating a ticket for the first time will automatically recieve receive instructions on creating a helpdesk portal account (see below.)
It is important that when using email to raise a ticket that you use your corporate email account as durign during customer onboarding on boarding the helpdesk is configured to map a customer email domain to a support organisation which allows all tickets from the same customer to be grouped.
Raising a ticket through email
You can write a mail to apliqoC3.helpdesk _at_ cubewise.com along with below details,
Issue details with error screenshots if possible
Urgency of the request, application/server name, company, etc.
(Company/Organization will be automatically detected via domain of email address)
You will receive an automatic reply which consists of Ticket details like Ticket number, Category etc. as shown in below screenshot.
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You will receive an automatic reply which consists of Ticket details like Ticket number, Category etc. as shown in below screenshot.
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If you are sending email to APLIQO Solution desk for the first time, then you will receive client registration email though which you can reset your Password to login to APLIQO Solutions desk client portal. You can use these login credentials to check the status of the ticket and to raise any new ticket explained in section 2. |
Raising a ticket through Vision Helpdesk portal
You can login to portal by accessing the below URL with your credentials.
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Ticket will be created with the request number as shown in below screenshot
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the screen
You will receive a mail with the ticket number and subject and links to tract or update the ticket and login URL as shown in the below screenshot.
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