Support System - How do I create a ticket?

Introduction:

For questions about the ISPnext software, issues or changes, we have an online help centre. Only registered key users can create a ticket. 

Logging in:

To open the help centre, go to: https://helpcenter.ispnext.com/
At the top right you will find a button to log in.

If you are logging in for the first time, use the 'forgot password' button to set a password.

Insight into created tickets:

Click your name at the top right and then on 'My requests'. Here you will see all your submitted requests, including self-created and CC requests.

To the right of the search bar, you can filter by ticket status.

If the ticket relates to version 4.x of our software, you can find your tickets by going to the 'Legacy' part of the help centre. Click the 'ISP 4.x' button for this, and then follow the above to view your tickets.

Creating a ticket:

• Note: you must be logged in to create a ticket.
• Creating a ticket is done via the ISPnext help centre.
  The help centre can be found at: https://helpcenter.ispnext.com/
• Click 'Create ticket' at the top right

• Select the category of the report

• Fill in the displayed fields as detailed as possible
  • The paragraph below explains the different fields
  • Add the steps explaining how Support could reproduce the problem
  • Mandatory fields have an asterisk
  • If you share a screenshot, make sure it shows the entire page
• Add any attachments
• Click 'Send'

Explanation of the different fields:

Below is an explanation of the possible fields.
The visibility of these fields depends on the chosen ticket category.

• Choose your issue below:
  •  
    • Select here the type of ticket you want to create; depending on the choice, you will get different fields to be answered. The choices:
      • Malfunction/problem/question
        Use this option to report an issue or problem where the type of report is not ERP / OCR related.
      • I have a feature request
        If you want to have a new functionality developed, use this form; additional questions will be asked here to determine for whom the function is intended and what the benefits of this new functionality would be.
      • I have a configuration change request
        For workflow or configuration changes, please use this option. Note that in most cases, an estimate of time and costs will also be made. After approval of the costs to be incurred, the work will be carried out.
      • My question is about an ERP integration with AP Automation
        If there is an error message from the ERP package when booking invoices or there are problems with booking invoices. Also if there are problems with data retrieved from the ERP package.
      • OCR recognition improvement
        After a recognition improvement has been created in the learning module, this option can be chosen to have the created recognition improvements handled by a consultant.
      • I have another question
        If none of the previous categories apply, this option can be used.
• Cc:
  • To keep others informed of the progress of the ticket, additional email addresses can be added here.
• Subject:
  • Indicate the subject of the ticket in a few words or one sentence.
  • If you use your own ticket system, you can also mention your ticket or incident number here. All communication from our system includes the full subject including the provided number.
• Description:
  • Provide a clear and detailed description of the request or problem.
    • Describe the steps to be followed so that the Support department can reproduce this.
    • Additionally, add screenshots of the entire page to support your description.
• Reproduction scenario added?
  • This field is a confirmation that the description contains a way to reproduce the problem, if applicable.
• Project:
  • Select a project here if you are still in the project phase. The ticket will then go to the correct involved persons. Only ongoing projects will be shown here.
• Product:
  • Select the software product the ticket is about.
    In the future, only the products purchased for your organisation will be displayed here.
• Urgency & Impact:
  • The fields are explained in the form.
  • Ensure correct classification.
• Minimum requirements for request (functional needs):
  • What are the functional criteria of your request? Make a distinction between necessary and desirable criteria.
• For whom is the feature intended?
  • Describe the group(s) or department(s) that need the desired feature.
• What problem or limitation do you intend to address/solve with the feature?
  • Indicate how this feature improves current possibilities or what problem it solves.
• How much time do you expect to save with the feature? (in minutes per day/week/month)
  • This field is used to assess the classification of the feature request.
• How many users will this feature impact?
  • Indicate how many users will benefit from the improvement.
• How often does it occur?
  • How often will the improvement save time.