Track 1
Reporting an Incident
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Controls
Report an Incident
| A Support Incident
can be raised in many different ways. Completing the information online is
quick and convenient. The system will automatically assign an incident number
and send it to you via email. |
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| We encourage the use
of the web to report problems and process the issue with the same priority as
we would handle telephone calls. |
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| To Report a
problem to SupportLine (you might want to check the Knowledge Base before
reporting a problem, as many problem resolutions can be found there): |
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| •Login to the SupportLine site |
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| •Click on Assisted Services if the menu options are
not displayed |
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| •Click on Report an Incident |
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| •Fill in the required information. |
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| Be sure to include
an accurate detailed description of the problem and symptoms you are
experiencing, The more information that can be provided, the more efficiently
SupportLine will be able to resolve the issue |
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| •Click on Submit Incident in the bottom right hand
corner of the screen |
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| •Often samples of the existing problems are needed to
duplicate and investigate the problems.
These can be provided as attachments to your incident. To provide
samples for your reported incident, you need to update the incident, and
attach the files. To do this: |
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| •Click on My Open Incidents |
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| •Click on the arrow next to the incident you just submitted |
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| •Click on Add attachments in the bottom right hand
corner |
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| •Fill in the attachment details and click on the Upload
button |
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