Logging a Support Case

When raising a Case with Support please provide as much information as possible to help the Support team to resolve any questions/issues you may have.   This includes;

  • Detailed description of the problem, including the name of the employee
  • What you were trying to achieve when the problem occurred?
  • What screen were you in when the fault occurred?
  • Please include a screenshot of any error messages in your reply
  • Business impact to help with prioritization

When you assign a Priority Level this will be reviewed by the support consultant to ensure the case has been categorised correctly.  To summarise;

P1 – Highest level only to be used for total business disruption, significant and continuing data loss or a security breach

P2 – Business disruption affecting a team due to a process failure

P3 – Application and system performance issues (majority of cases are this level)

P4 – Cosmetic/low severity not important to the business function.

When raising a Case with Support please provide as much information as possible to help the Support team to resolve any questions/issues you may have.   This includes;

  • Detailed description of the problem, including the name of the employee
  • What you were trying to achieve when the problem occurred?
  • What screen were you in when the fault occurred?
  • Please include a screenshot of any error messages in your reply
  • Business impact to help with prioritization

When you assign a Priority Level this will be reviewed by the support consultant to ensure the case has been categorised correctly.  To summarise;

P1 – Highest level only to be used for total business disruption, significant and continuing data loss or a security breach

P2 – Business disruption affecting a team due to a process failure

P3 – Application and system performance issues (majority of cases are this level)

P4 – Cosmetic/low severity not important to the business function.

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