Creating a ticket
- Martin Zahner
This section describes in detail the process to raise a support ticket with the APLIQO Help Desk for customers of
Financial Performance Management (Apliqo FPM)
OperationalPerformance Management (Apliqo OPM)
Consolidation & Close (Apliqo CC)
Limited Partner Portfolio Management (Apliqo LPPM)
Users can raise a support ticket in two ways:
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 on boarding the product owner at your organisation will have 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 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 during customer 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)
Any email address which you include in the TO or CC field on the original email to open the ticket will also automatically be notified via email on all future ticket updates.
When replying to a ticket you only need to include apliqoC3.helpdesk _at_cubewise.com as the helpdesk will automatically notify all other recipients.
You will receive an automatic reply which consists of Ticket details like Ticket number, Category etc. as shown in below screenshot.
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.
http://apliqo.visionhelpdesk.com
You can search your queries, view all the tickets raised by you by selecting View Tickets as shown in below screen shot.
By default you can see only tickets you have raised. Application owners and Power Users can be granted access to view all tickets raised by their organization. If you need this level of access please contact your business owner.
To raise a new ticket, you can login to the portal or directly click on Submit a ticket option
Once you click, you can see below screen shot where you need to select department as APLIQO Support, enter First and Last name, Email ID, Priority, Type, Subject and Message. You can also attach a file like error screen shot. (if you login to the client portal using your user name and PWD then you no need to enter Name, Email ID)
In the above screen shot Enter all the details and Submit the request
Ticket will be created with the request number as shown in 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.