Raising an Issue
If you are experiencing issues with the eKeeper system not working as you expected then click on the “Raise an Issue” button inside of the eKeeper service desk.
Once you have clicked on the button you will be presented with the form below to fill in.
Field | Description |
|---|---|
Raise this request on behalf of | This defaults to the name and email of the person submitting the issue. If you are submitting a query on behalf of another user, you can change the name that is displayed. |
Summary | Here you can enter a single line summarising the issue e.g. "I cannot upload a file to my case" |
Description | Here you can include a description of the issue you are experiencing and Try to include as much information as possible, this will increase the speed at which we resolve your query. A typical ticket should include the following:
|
Attachment/ Screenshot | Here you can drag and drop files that will help us diagnose and resolve your issue. Adding a screenshot of any error messages or outcomes of the issue will help us diagnose your query more quickly. |
Area of the system | This is a predefined list of areas in the system e.g. emails, case management, user management etc. Begin typing to search for an area or simply click on the field. This will help us identify the area that is being affected by the bug you are reporting |
Priority | Here you select a priority that you believe the bug to be. Our staff will review the priority of all tickets to see if the request is system critical. If we believe the priority to be different than is suggested we will adjust this appropriately |
Product | Here you choose what product you are using. |