Incident (Partners)

Owned by Kamila Hilbertová (Deactivated)
Last updated: Dec 09, 2024 by Ioana Kocurova
2 min read

When raising a support case, it's essential to focus on a single issue per submission. This approach ensures clarity and allows the support team to address the problem efficiently. Combining multiple, unrelated issues into one case can lead to confusion and may delay resolution.

In case of an incident/trouble within the system, please create this record type. On the PFX helpdesk tab:

press INCIDENT button:

 

Fill the following fields:

  • Subject

  • Priority

  • Further Details (please enter description of the issue, with/without images as needed)

  • Account Name (please enter the account name of the customer for whom you are entering ticket or leave it blank if ticket is for your org.)

  • Username (your login to the system where the incident is)

  • Module

  • Partition / Cluster

 

After filling in all the necessary information you go ahead and select “Confirm” button in order to submit and save your incident ticket in the Helpdesk.
The ticket is created and you’ll receive an email notification informing you about it too.

In case your clarification is needed, you’ll receive the other message asking to provide further information.