About Incidents form

• Purpose: Select this option to report any unplanned event that disrupts normal operations or affects the quality of service. The priority is to restore service as quickly as possible.
• What to include: Describe the incident, its impact, and any steps already taken to address it
• Example: "Users cannot log in to the platform, and an error message appears saying 'Service Unavailable"

How to complete the form

1. Fill in the required fields as follows:
   • Raise this request on behalf of:
     • Ensure your name and email are displayed correctly
   • Summary:
     • Write a concise title summarizing your request or question
     • Example: “Users cannot log in to the platform, and an error message appears saying 'Service Unavailable”
   • Share with:
     • If you select "No one," the information in this ticket will remain private and will not be shared with the Account Manager or the Organization
   • Language: 
     • Select in what language you want to be assisted
   • Impersonation consent:
     • Accept or decline our Support Team logging in as a user to resolve the problem
     • It is mandatory to accept in order to move on in the support process
   • Description:
     • Include relevant details such as:
       • Account information (if applicable)
       • Employee information (if applicable)
       • Description of what is happening
       • Any error messages or screenshots (if relevant)
     • You can format the text, add links, or include screenshots using the toolbar
   • Affected employees
     • Include a few examples of the users affected for this issue
     • A representative sample is perfect; there is no need to provide the full list
   • Select the affected platform
     • Specify if the issue is on the App or Desktop
       

       If you do not confirm the impersonation consent, the form will be empty and we will not be able to proceed.

        
2. Click Send. 
   • The ticket will be automatically created in Jira and assigned to the relevant team