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Dassian

Submitting New Tickets

Need  to raise a support ticket? This is How To...

New tickets

You can submit a new ticket by clicking on +New Ticket link or under Tickets > New Ticket.

 

You’ll be able to choose among the three different ticket types Defects, Question and Enhancement Request.

 

Defects

Choose Ticket Type Defect to report any indication of bugs, system malfunction or unexpected behaviour. The available fields for this ticket type are:

  • Product                *Mandatory
  • Product Version                *Mandatory
  • Customer Severity: Very Light, Moderately Light, Moderate, Moderately, Severe, Very Severe.  *Mandatory
  • Dassian Transaction
  • Customer Reference Number
  • Requested Completion Date
  • Commit Date: Reserved for Dassian update.
  • Fix Patch Number: Reserved for Dassian update.
  • Description

You don’t need to fill out all of the fields, however it’s recommended to detail your issue as much as possible to reduce incident handling response time.

Please be as detailed as possible in documenting your issue. You are encouraged to add attachments, screen recordings, and even a video recording to document your issue.

 

Questions

Choose Ticket Type Question for any product related queries, documentation requests or non-product related questions. The available fields for this ticket type are:

  • Product*
  • Product Version*
  • Description

*Please select the product and version related to your question if it concerns a specific Dassian product. Otherwise select the General under the product dropdown for all non-product related queries.

 

Enhancement Requests

Choose Ticket Type Enhancement Request for any functionality you would like to have included to the product. The available fields for this ticket type are:

  • Product
  • Product Version
  • Description

 

Consulting Services

Choose Ticket Type Consulting Services for any service requests that is not part of the core product. The available fields for this ticket type are:

  • Product
  • Product Version
  • Description

 

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