Guide to Submitting a Ticket: Understanding Ticket Forms and their use – Xytech Systems

Introduction

If you are an existing Customer and have not yet explored our Xytech Help Center, we would like to invite you to register for a seamless support experience.

If you're already registered, and unable to find what you are looking for in the Knowledge base, a convenient "Submit a Ticket" button is available below for any assistance you may need.

Simply click the following link to log in: Xytech Help Center, alternatively, if you are not yet registered, please follow the steps below.

To register or sign in to the Help Center

Simply use the Sign-in option, (top right of this article) where you'll be prompted to enter your company email address and password. In case you haven't received a registration link or have forgotten your details, Please click the 'Forgot Password' option where a link will be sent to your email to easily reset your password or register for the first time. Don't forget to check your Junk folders for any missed communications.

Submit a Ticket via the Xytech Help Center

Once signed in, click on "Submit a ticket" and Select the appropriate form:

Each Form has the relevant fields based on the type of request.

Ticket Forms

Ticket Form: Software Support: Software-related issues or Questions.

For Software malfunctions of existing features or Questions excluding service disruptions or access problems within the product.

Set the appropriate Priority:
- 2 - High
- 3 - Medium
- 4 - Low.
Select the appropriate Severity:
- 1 - Critical No Workaround
- 2 - Critical with Workaround / Non-Critical No Workaround.
- 3 - Non-Critical with Workaround.
- 4 - Non-Critical Cosmetic or Annoyance.
Brief Description. Provide the details of the request, issue, or question. Please describe what you were attempting to achieve, along with the symptoms.
- Steps to Replicate
  The intention here is that enough information is provided so that anyone can follow the user journey and steps you took to replicate. Please include any pre-requisites for data setup or config where necessary.
- What were the results?
  Please provide the corresponding results to your steps to replicate. Be as specific as possible about the error message, unexpected behavior, or any issues faced during the process.
- What were the expected results?
  Please describe the expected results you were anticipating.
- Additional Notes and / or Workaround
  Any other additional information that you feel is necessary, such as did this happen after a recent update, a recent change to setup or configuration, or does this only happen with certain data.

Please note that Priority 1 ("Urgent") and Severity 0 ("Fatal Service Disruption Only") are reserved for critical scenarios, such as Fatal Service Disruption where Services are not operational requiring immediate attention. Please refer to Emergency Support below.

Ticket Form: Question: A General or Non-Software related Question.

To submit a General or Non-Software related Question.

Set appropriately Priority:
- 3 - Medium
- 4 - Low
Select the appropriate Severity:
- 3 - Non-Critical with Workaround.
- 4 - Non-Critical Cosmetic or Annoyance.
Brief Description Please provide a concise overview of your inquiry, including your question and the intended objective if applicable.

Ticket Form: Feature Request: Submit a New Feature Request.

To submit a New Feature that does not currently exist in the product.

Set the appropriate Priority:
- 2 - High
- 3 - Medium
- 4 - Low
Select the appropriate Severity:
- 1 - Critical No Workaround
- 2 - Critical with Workaround / Non-Critical No Workaround.
- 3 - Non-Critical with Workaround.
- 4 - Non-Critical Cosmetic or Annoyance.
- Brief Description and Business Requirements. Please provide a detailed explanation of the request, including its purpose, objectives, and desired functionalities. Please identify the current product limitations that the proposed feature aims to address. Please explain why the requested feature is important and how it aligns with user needs or business objectives. Provide as much context and detail as possible to ensure a comprehensive understanding of the feature you are proposing

Ticket Form: License Request: changes to user seats, modules, or application.

To submit a license request, change of user seat count or application.

Set the appropriate Priority:
- 2 - High
- 3 - Medium
- 4 - Low
Select the appropriate Severity:
- 1 - Critical No Workaround
- 2 - Critical with Workaround / Non-Critical No Workaround.
- 3 - Non-Critical with Workaround.
- 4 - Non-Critical Cosmetic or Annoyance.
Brief Description. Please provide details of the request and include the instance or database name, indicate the number of current user seats (if known), and provide the current expiration date associated with the license.

Ticket Form: Technical: Backup/Restore / New User / Technical Configuration.

For technical assistance, including database backup or restoration, or for any other technical configurations.
Please refer to the Emergency Support section to addresses situations involving Fatal Service disruptions where immediate assistance is required due to non-operational Services.

Set the appropriate Priority:
- 2 - High
- 3 - Medium
- 4 - Low
Select the appropriate Severity:
- 1 - Critical No Workaround
- 2 - Critical with Workaround / Non-Critical No Workaround.
- 3 - Non-Critical with Workaround.
- 4 - Non-Critical Cosmetic or Annoyance.
Brief Description. Please provide a concise overview of the task, including relevant details such as the environment or user information. Additionally, please suggest several date and time options for the request to allow Xytech Support to secure a resource for at least one of your preferred timeslots.

Emergency Support

In the event of a critical issue, especially a service disruption:

Ticket Form: Technical: Service disruption.

Set Priority:
- 1 - Urgent
Select Severity:
- 0 - Fatal Service Disruption Only
Brief Description of the Problem: Kindly provide precise details regarding the issue, including what has ceased functioning, when it started and any observed symptoms, whether it affects all users or a subset, and any error messages encountered.

Please note: The above settings are reserved for critical scenarios, such as Service disruptions (i.e. System outage or no access), requiring immediate attention. We kindly ask customers to initiate a support ticket and promptly call the designated support number below for immediate assistance. Your cooperation ensures a swift and effective resolution to urgent matters.

Call Support for Immediate Assistance

USA: +1 818 698 4900, (Option 2)  / EMEA: +44 203 478 1480

Please note: All numbers are configured to ring all support agents.

Our Support Services telephone numbers are undergoing consolidation to shorten response times and improve our efficiency in handling your requests. As a result, the number for the USA and EMEA will soon be reduced to a single number per region. The above information will be updated when this occurs.

For additional resources, such as who we are, and what we do,

please explore the " Xytech Customer Support Services "

Thank you and welcome to Xytech Support!

Kirsty Hudd, Customer Support Manager, and the entire Support team…