ERPHelpSupport

Help and Support

Business software is a long-term investment and we aspire to be the long-term partner of our customers, protecting their investment and taking the most out of it. We continuously and promptly support our end-users, via multiple communication channels, and in different time zones. Furthermore, we maintain all aspects of the software and related infrastructure, and continuously provision new, enhanced versions of our systems.

If you experience difficulties while using Analyticom ERP and require some assistance, you may turn to the help system built into the application. Comet provides links to our private wiki pages available in several languages and also contains a ticketing system which may be used to report any application issues.

Analyticom ERP wiki pages can be accessed in two ways: from the left navigation menu and from the top menu. If you click on the “Wiki” menu item, the system will load a separate browser window and open Analyticom ERP wiki help articles. Initially, you will see the Welcome page, but you are free to search and navigate the content by using the tools on the left & right navigation pane.

Analyticom ERP wiki space has typical features: - Search capability is available on the right side - Content tree is also available on the left, with links to different topics

Help Menu

Click on the “Help” menu on the left navigation pane in Analyticom ERP to expand its sub-menu items: “New ticket”, “My tickets”, and “Wiki”. Your tickets are all tickets opened by you personally, or opened by the superuser or support agent on your behalf. Active tickets are all tickets which have not yet been resolved by someone and/or closed.

Open new ticket

When you click on “New ticket” menu item, the system opens a blank form for the user to fill in the information about an issue being reported. In order to successfully open a new ticket, user must enter the subject of the ticket, select the priority and write a message describing the issue in more detail.

Once you have entered all the data, press the “Save“ button in order to submit the ticket.

Ticket subject may be a short description of the reported issue (Section A). User may choose between high, medium and low priority (Section B). Tickets of higher priority will be processed before the tickets of lower priority. Message should contain a detailed description of an issue with as much specifics as possible (Section ). To improve message clarity and effectiveness, the text can also be formatted using simple formatting tools.

To further illustrate the issue, user may attach one or more files to the message. Attaching files to the message is optional. For this purpose, notice the “Choose” button located below the message input field. Pressing the “Choose” button opens a dialog box for selecting a file. (Section D). Files may also be added by “dragging and dropping” from the file system directly onto the form. When one or more files are added to the message, their file names are shown on screen. There is a remove button next to each file name to remove file from message.

When the new ticket information is complete, user may submit the ticket to Analyticom support by clicking on the “Save” button. A confirmation message will notify the user if his/her ticket was successfully saved and the ticket will appear on the list of “My tickets“ in status “OPEN 2L“. At this point, you may no longer change the submitted information, but you can always add to it. If the user wants to add new comments to his ticket, simply type new text in the message field and “Save” again. If the support agents receives all the necessary information, he/she accepts the ticket. The ticket is then in the status OPEN 2L. In case he/she needs further and more specific information, he/she returns the ticket to the user that has submitted the ticket. The ticket status is set to WAITING 2L status. Once the issue is successfully resolved, the ticket status is set to CLOSED 2L, but it can be easily reopened by anyone in the chain at any moment.

My tickets

Click on “All my tickets” menu item, the system opens a list of all tickets reported by the user. Each row of the table represents a ticket. Clicking on a single row will open the ticket form and display selected ticket details, such as the ticket id number and status and the estimated date of accomplishment (ETA).