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= Help and Support =
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= Soporte y Ayuda =  
If you experience difficulties while using Comet 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.
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Si tienen el caso que se presenten dificultades al usar la Aplicación Comet, y necesite ayuda, puede acudir al Sistema de Ayuda integrado en la Aplicación. COMET proporciona enlaces  a nuestras páginas wiki disponibles en varios idiomas, y también contiene el Sistema de Ticketing que se puede usar para informar sobre cualquier cuestión referente a la Aplicación.
  
 
=COMET wiki pages=
 
=COMET wiki pages=

Revision as of 15:47, 21 November 2017

Soporte y Ayuda

Si tienen el caso que se presenten dificultades al usar la Aplicación Comet, y necesite ayuda, puede acudir al Sistema de Ayuda integrado en la Aplicación. COMET proporciona enlaces a nuestras páginas wiki disponibles en varios idiomas, y también contiene el Sistema de Ticketing que se puede usar para informar sobre cualquier cuestión referente a la Aplicación.

COMET wiki pages

Comet 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 COMET 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.

Wiki.png

Comet wiki space has typical features:

  • Search capability is available in the top right corner
  • Content tree is available on the left, with links to different topics

Help menu

Click on the “Help” menu on the left navigation pane in Comet to expand its sub-menu items: “My active tickets”, “All my tickets”, “Open new ticket” 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.

Help side bar.png

End user menu

NOTE: If you are the SUPERUSER of your Association, your main menu will contain additional items, such as: “My tasks“, which shows a list of tickets that require an action from you (further information, problem resolution, etc.); “All active XYZ tickets“ and “All XYZ tickets“ menu items for accessing all tickets of your respective association (active only, or active and closed).

Help side bar 2.png

Open new ticket

When you click on “Open 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.

New ticket.png

Ticket subject may be a short description of the reported issue. User may choose between high, medium and low priority. 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. 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. 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 COMET 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 active tickets“ in status “OPEN 1L“. 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.

NOTE: If you are the SUPERUSER of your Association, you will have additional options. First, you will be able to open a support ticket on behalf of someone else by selecting their name from the list of users in the system (use the search icon next to the ticket Reporter). Then, you will have the option to click on „Save“ which puts the ticket in status OPEN 1L; or to click on „Save and Accept“, which puts the ticket in status LEVEL 1; or to click on „Save and Escalate“, which puts the ticket in status LEVEL 2. Just as the buttons say, accepting the tickets means that you are able to resolve it, and escalating the tickets means that you are not able to resolve it and you are escalating the issue to Analyticom support.

My active tickets

Selecting the menu item “My active tickets“ none of the closed tickets will appear on the list.

Active tickets.png

Each message added to the ticket contains information on who wrote the message and exact date and time when the message was written. Furthermore, if there were any files attached to the message, they will be listed as links. Clicking on the file link will download the file to the user’s computer. As described above, the existing information cannot be modified, but you are free to add new comments or add new attachments to an existing issue.

All my tickets

Click on “All my tickets” menu item, the system opens a list of all tickets reported by the user.

All tickets.png

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.

Include other users in the ticket conversation

If you have the role of SUPERUSER assigned, the Ticketing System allows you to include other users of your Association to any open ticket, as long as he/she has valid credentials for access to the system. This functionality can be very useful if you want to keep other people aware of the progress of any pending issue or task. Anyone included in the conversation will receive an email every time there is a message posted in the same thread. Anyone included in the conversation will also be able to contribute and post their own messages. To include a desired user to a ticket, click on the button with the magnifying glass icon which will bring the list of all the users in your organization.

Include users 1.png

The list opens automatically and, as always, it can be sorted and filtered by any column. Each row is also a link to add a person. One click on the desired user, and he/she will be automatically included and will be able to check the ticket status anytime and to engage in correspondence with the Analyticom Support Team. To add more people to the ticket, just repeat the same step.

Include users 2.png

If at any time the subject is no longer of interest to the user included, he/she can easily be excluded from all future correspondence. You can do this by clicking the button with the trash icon.

Include users 3.png

Open a ticket on behalf of another user

If you have the role of SUPERUSER assigned, the system allows you to open a ticket on behalf of any other user in your Association. This functionality can be useful if, for example, a less experienced user in COMET contacts you requiring some information or explanation about the processes in the system, or you simply want the user to do the monitoring of the matter reported. In order to do this, first expand the Help menu and click on "New ticket. Then press the magnifying glass icon next to the "Reporter" field. The click opens the list of all users under your association and, as always, it can be sorted and filtered by any column. With one click you can select the desired user and from that moment, the selected user will appear as the reporter of the issue.

On behalf of another user.png

Support model

There are three levels of support available to address your questions and requests:

  • Level I = SUPERUSER(s) of your national association
  • Level II = Comet support agent (at Analyticom)
  • Level III = Technical support provided by Analyticom engineers

When a user opens a new ticket via the Comet help system, the ticket is stored in the database and assigned a number. At that point, the user who submitted the ticket,as well as the SUPERUSER of the association, will be notified that the ticket is now in the status “OPEN 1L”. It is then sent to the ticket queue prepared for the SUPERUSER(s) of the national association.

SUPERUSER needs to review the incoming tickets and decide what to do next. SUPERUSER can „Accept“ a ticket as his own task, which changes the status to „LEVEL 1“. If he or she does not understand the request, SUPERUSER can „Request Info“ from the person who opened the ticket. In that case, the ticket status is automatically set to “WAITING 1L“. The user (reporter) can add information to the existing ticket to clarify his/hers request and re-submit the same ticket again by clicking on „Return“. Once the SUPERUSER has resolved the issue, he/or she will close the ticket, and the status will change to CLOSED 1L.

If the SUPERUSER assigned to the ticket cannot resolve the issue, he/she can escalate the ticket to the next support level (i.e. Comet support agent). The ticket status is set to “OPEN L2“.

In case the support agent needs more information concerning the reported issue, he/she will "Request Info“ from the SUPERUSER and the ticket status will be set to “WAITING 2L“.

Once the issue has been resolved, the support agent who resolved it can close the ticket, and the status will change to CLOSED 2L.

Each time the status of the ticket changes, or someone contributes to the conversation, all users involved in the ticket will get a new email notification.

Telephone Support

A telephone support number +385 992 010 010 is accessible to the SUPERUSER for emergency matters. It is available Monday to Sunday until 23h CET. The telephone support is available only for critical issues/emergencies, i.e. in case of a non-functioning critical business process which must be carried out immediately (it cannot wait for the next business day), and requires the intervention of Analyticom to solve the issue.

IMPORTANT: It is necessary that the SUPERUSER enters a sufficiently specific issue description in the COMET support module prior to the call. If the COMET support module is for any reason not available, alternatively an e-mail may be sent to [email protected] The call itself is simply a notification that an immediate action is required, which cannot wait until tomorrow. In the call, the superuser must reference the ticket number (or e-mail time stamp) where the critical issue has been described.