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Overview
Each Agile Frameworks customer is allowed three a set number of named users that can escalate support tickets to Agile Frameworks. These individuals have access to the Agile Frameworks Support Portal to submit and manage these tickets.
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Creating an Account
Once the named users are identified, Agile Frameworks will establish the user accounts in the support portal. An email will be sent to the named users with a link to access the portal. The first time a named user accesses the support portal, they will need to supply their full name and select a password.
Main Support Portal
The main support portal provides access to both our application help along with options to submit a support ticket with our support team. The top three options are for the three Agile Frameworks products - MetaField, AgilePort and Agile Stamp. Use the appropriate options to raise requests related to questions or problems you may be experiencing with these three products. The Product Change Request (PCR) option is used to raise feature requests across all of our products. The General Inquiry option is for questions or comments outside of the other options.
Searching the Knowledgebase / Help
To search our application help, simply type a search phrase in the "What do you need help with?" box. A listing of related knowledgebase articles will be returned from our Help system.
Submitting a Support Ticket
Application Support
Select the appropriate product support link and fill out the resulting form.
Product Change Requests (PCR)
Select the Product Change Request (PCR) link and fill out the resulting form.
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In both cases above, if you have screen shots you want to include in your ticket, you are able to paste them into the Attachment area. You do not need to save them to file before uploading / attaching them to the ticket. |
Accessing Existing Tickets
You can access tickets after submitting them by using the Requests link in the upper-left corner of the screen. You are able to see tickets you submitted or all tickets your organization has submitted (all tickets submitted by any of your named support users). Filter and search controls above the ticket grid can be used to limit your list by ticket status, who created the ticket, type of request or an open text search. Click the Reference or Summary link to open the ticket and view the conversation thread or post additional comments / files.
