Support Request/Change Tracker
Login with your email and password that was sent to you by email and you'll be able to add new cases (changes, support requests, etc.) and also view open/closed cases, their status and updates.
To see all cases, click on "List Cases" in the menu.
To see a specific case, click on the specific case in the "List Cases" page.
- You can toggle a case "open" and "closed" by clicking on the button.
- If a case is closed by Ore.Node Support you will see the resolution in a green box.
- You can add new responses in the text editor. However, you cannot change previously submitted responses or replies. Once you've added a reply just click the send reply button.
To add a new case click on "New Case" in the menu
- fill out the title (subject)
- fill out the description of the problem in the text editor, be as specific as possible detailing which page for example the problem occurs on, when it occurs, what you think may be causing the problem, and what you'd like to see the resolution to be.
- You can select a type (note, Administration would be billing issues, Support would be if you are on a monthly support plan, billable would be if you are not on a monthly support plan, and a project would be adding a new feature or functionality).
- Select a priority: High would be something effecting checkout or display of your site, for example the site is completely down, or people can't check out. Less severe would be something like an image is missing or displayed incorrectly and is not particularly time sensitive.