RAISING A SUPPORT TICKET

Transcription

1 RAISING A SUPPORT TICKET OBTAINING SUPPORT FROM SMART ASSESSOR BY RAISING A SUPPORT TICKET Ryan Mahoney, IT Support & Software Trainer Smart Assessor Page 1 of 8

2 Support Ticket User guide Contents Introduction Page 3 Navigation to the Support Ticket System Page 3 Raise a Ticket Page 4 Create a New Ticket Page 4 Guidelines to completing the fields to enable a fast resolution Page 5 Example Page 5 Ticket is Open Page 5 Responding to and Managing Tickets Page 6 Accessing Tickets Page 6 Open Tickets Page 6 Re-Open Closed Tickets Page 7 Examples Page 8 Master Admin View Page 9 Page 2 of 8

3 Introduction The aim of this user guide is to give clients a clear understanding of the process in raising and managing open and closed support tickets. The following roles in Smart Assessor have the functionality to raise a support ticket: Master Administrator Employer Overview Basic Administrator Curriculum Manager External Verifier Executive Manager Internal Quality Assurer Custom Manager Assessor Partner Login Employer manager view *Please note: Learners are unable to raise a support ticket directly with Smart Assessor. In the event of a learner requiring support with the system please consult the Learners Assessor or Master Administrator to raise a support ticket regarding any issues they are experiencing. If you have a learner who is having difficulties logging into the system, first reset their password, which will be sent to the Learners Mobile number or . Navigation to the Support Ticket System Once you are logged in select Support from the top menu bar This will take you to the support screen giving access to the following: Raising a Ticket Videos Frequently Asked Questions. Recent Updates User Guides Book Training Page 3 of 8

4 Raise a Ticket: Choose the Raise a Ticket the icon. Create a new ticket: Page 4 of 8

5 Guidelines to completing the fields to enable a fast resolution: Problem Title Describe what the problem is Describe the steps taken to produce the problem Upload a file 3 to 5 words high level Short paragraph giving an explanation To include specific details Learner Name Which session Date(s) Which course or is it all courses Name of the file uploaded Evidence ID if in the Evidence Library Short paragraph giving an explanation To include specific details what are you doing Attached screen shot of area affected Excel exports from reports or widgets Data files Learner, Assessor, Employer Example: My students have not been able to open the documents I have saved on the resources tab for their courses. There is an Error. My Students (Jeff Newman, John Keen, Julie Hall and Sarah Gould) have not been able to open the documents on the resources tab called (Workbook1, Plant Exercise) the courses is C&G Level 2 Diploma in Work-based Horticulture. Attached is the screen shot of the Error. Ticket is Open: Once your ticket has been submitted it will appear in the Current Tickets table. You will also receive and . Page 5 of 8

6 Responding to and Managing Tickets Accessing Tickets: Revisit the Support tab and choose Raise a Ticket to see a summary of All tickets raised. Open Tickets: Smart Assessor support will review and respond to Open tickets, and an will be sent once it has been updated. The support ticket will be date stamped and the status will be Awaiting Customer. Clicking on the ticket title will allow you to view the reply from Smart Assessor. Page 6 of 8

7 Depending on the problem you have raised, Smart Assessor response will be: 1) Request for more information; 2) Provide the resolution or information need; The support ticket is used as communication to resolve the problem. The ticket will remain Open while there is an active dialogue with a client, who has 3 days to provide a response to Smart Assessor support requests for more information. If 3 days pass without a client response the ticket will automatically close, but you can reopen it if required to do so. If a resolution has been provided to the client the ticket will also be Closed. Re-Open Closed Tickets Clicking on the ticket title you can view the ticket commentary. At the bottom click on Reopen Ticket Page 7 of 8

8 Please ensure you enter in your new comments in the Update Ticket field of the reason for re-opening the ticket and then Submit Examples Situations to re-open a closed ticket A problem relating to a closed ticket has re-occurred; A ticket may have been closed by yourself in error; You have been unable to provide a return reply in 3 days; Please note: Support tickets should only be re-opened if the problem is as per the original problem discussed, and is yet to be resolved. If you have encountered a new problem, you will need to raise a new ticket generating a new ticket number. Master Admin Users can view all Support Tickets raised by Users in the Admin Tab Page 8 of 8