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If you are locked out of your accessplanit= platform, please follow the steps on t= his page here.
You=E2=80=99ll find the Support Portal in the Help icon= in the top right-hand corner of the platform, or through this direct link.
When you click on the Support Portal option, it will take you to our Jir= a Portal and if this is your first time raising a ticket with us, you=E2=80= =99ll be required to register for an account using your email address.
If you are asking a question, then your ticket will be a Knowled= ge Request.
If you have discovered what you believe to be a fault, then this will cl=
assify as a System Issue.
On the next page, you should fill in as much detail about your issue in = the Summary and Description = strong>fields as you are able to.
The Summary field should include a concise explana=
tion of the issue, e.g. "Forgotten Password", or "Report not showing correc=
t fields". This will allow members of the Support team to differentiate bet=
ween separate issues, and generally helps prevent any confusion when keepin=
g track of tickets.
The Description field should be used to conve= y the issue in enough detail for members of the Support team to unders= tand it and ultimately surmise the best possible way of resolving it. = For example, any you have been given an e= rror message, please provide the steps you took before the error appeared.<= /span>
Support tickets are likely to be = resolved more quickly if they include the IDs of Us= ers, Courses, Awards, or Workflows etc. where possible.
To get the ID of a Course, Award, User, etc., you can a= dd a new column to the corresponding DataGrid for 'ID'. Alternatively, if y= ou right-click on the record, the ID will show in the deta= ils section.
Once you=E2=80=99ve sent the request to us, you=E2=80=99ll receive a con= firmation email with a link to your request.
You can also access all your organisation=E2=80=99s tickets, including y=
our own, under Requests in the top right-hand corner of th=
e Support Portal.
Once a ticket is open, you will receive status communications from the t= eam.
These communications contain a link to your ticket and you can reply usi= ng this email link. You can also view all open tickets for your organisatio= n once you are logged into the Jira portal.
No, all new tickets must be created through the Support Portal.
Once you=E2=80=99ve created your request, you=E2=80=99ll continue to rec= eive email alerts that link back to your portal, so you can stay up-to-date= .
The Support team do not have an active mailbox that is monitored, so any= emails sent to helpdesk@accessplanit.com, jira@accessplanit.com or support@accessplanit.= com will not be received or responded to.
Yes you can reply to open tickets by email, but you must use the instruc= tions in the email for how to reply, including replying above the line.
If you add comments next to the original Support team advisor's email an= d then reply to this, the comments will not be included in your reply.
Replying or sending a new email direct to the email address will not rea= ch the Jira software and you will receive an auto reply to say we did not r= eceive your email.
Each ticket has its own unique reference, which can be = seen upon the final stage of raising a ticket at the very top of the p= age. It can also be seen at the very end of the ticket's URL, and always be= gins with HLP.
The reference number allows the Support team to keep track of different = issues, as well as allowing the team member answering your call to identify= your issue efficiently.
When a ticket is logged, the Support advisor will evaluate the prob= lem or question, and then prioritise it using a set of guidelines:
A Priority 4 ticket is classed as a knowledge share. We use this priorit= y when there is nothing wrong with the functionality of platform, and we ar= e passing on knowledge or helpful tips on how to utilise the platform bette= r. Knowledge share tickets are often followed up with a link to the Help gu= ide.
No developer intervention is required with Priority 4 tickets and there = are no changes to the platform code.
Target Resolution Time: Knowledge Requests are ad hoc enquiries= and not dependent on actions taken by the Support team, therefore the reso= lution time will depend on the analysis of the enquiry.
Priority 3 classification acknowledges that something needs to be altere= d or fixed on the platform. If a code change is required and, once the inve= stigation has been carried out by a developer, the fix will be included in = the next viable platform build.
The most common example of an issue that will be classified as a 'P3' is= if the end user is experiencing the error message below:
Not all Priority 3 Tickets will require code change. In such cases the d= eveloper investigating the issue will make the relevant changes or advise t= he Helpdesk on the action required.
Target Resolution Time: Issue to be resolved when accesspl= anit issues its next maintenance update.
A Priority 2 ticket is classed as:
"The problem causes the Software to fail to operate substantially, i= n accordance with the Specification and whilst not halting or substantially= impairing the Customer's business activities, causes them to be significan= tly slower or causes substantial inconvenience."
In some cases, the issue may impact the day to day operations of the bus= iness as above. However, if we can provide a workaround, or a short time so= lution to the issue, we will classify the ticket as a Priority 3. This allo= ws the fix to be carried out within accessplanit's natural build cycle.&nbs= p;
Below are some examples of the main points we look for when logging a 'P= 2':
No bookings can be made internally or through the Shopping Basket.
= li>No courses can be created/updated.
Communications are not sending or are being duplicated in mass.
Finance figures are incorrect (discounts/price schemes/booking costs).= p>
Before a ticket is classified as a Priority 2, it will be reviewed by th= e Helpdesk team member who is assigned to the ticket as well as a member of= the support management team.
Target Resolution Time: Issue to be resolved within 2 work= ing days of ticket creation.
This priority is saved for instances in which the platform cannot b= e accessed at all and no work can be completed, or if the platform ext= remely slow and that is impacting your ability to carry out any work. =
Target Resolution Time: Issue to be resolved within 4 work= ing hours of ticket creation.
The above information is not definitive. In unique circumstances we may = not follow the guidelines on the classification of tickets. There will alwa= ys be a reason for this and this will be communicated to our customers.
When resolution has been reached, and confirmed by all parties, the tick= et will be marked as 'resolved'.
You will then receive an email asking for a satisfaction rating out of 5= stars, as well as any feedback on the resolution provided - any messages y= ou send after this will re-open the ticket, and put it back in the status o= f 'With Support'.
Yes, if you would like to put your ticket On Hold = (i.e. you are not ready to progress with the ticket at the time, but your q= uery hasn't been resolved yet), you can do this by selecting the Fr= eeze Issue option:
Yes, you can resolve your own ticket once you are satisfied with that yo= ur query has been answered, by selecting the Resolve this issue option:
Google Chrome
Click this link to show what version of Google Chrome you are using: <=
a class=3D"external-link" href=3D"https://www.whatismybrowser.com/detect/wh=
at-version-of-chrome-do-i-have" rel=3D"nofollow">What is my version of Goog=
le Chrome?
Mozilla Firefox
Click this link to show what version of Mozilla Firefox you are using: =
;What is my version of Mozilla Firefox?
Microsoft Edge
Click this link to show what version of Google Chrome you are using: <=
a class=3D"external-link" href=3D"https://www.whatismybrowser.com/?utm_sour=
ce=3Dwhatismybrowsercom&utm_medium=3Dinternal&utm_campaign=3Dbreadc=
rumbs" rel=3D"nofollow">What is my version of Microsoft Edge?
Microsoft Internet Explorer
Click this link to show what version of Microsoft Internet Explorer you are=
using: What is my version of Microsoft Inter=
net Explorer?
The Jira software we use for our Support Portal and Help Guide no longer= supports Microsoft Internet Explorer as this is a legacy browser.
Apple Safari
Click this link to show what version of Apple Safari you are using: What is my version of Apple Safari?
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