The Support Request module allows end-users to submit support requests to the pasPortal technical support team.

This module functions outside the realm of the normal permissions hierarchy. It can be viewed by any user with membership in Site Administrators, Security Administrators, or Dashboard Management site-level roles with no regard to permissions assigned to the tab on which the module is placed. For more information on the roles referenced in this section please see the role based security topic. Administrative users can configure additional module settings by clicking the button.

Support Requests generated with this module will identify the user generating the request, and will be decorated with the Dashboard context from which it was created to facilitate proper routing. Before submitting a new support request ensure your account contact details are up to date in the profile editor in the event that support staff needs to contact you directly.

There are three types of Support Requests that may be created: Account, Restore, and Miscellaneous.

Members of Site Administrators, and Security Administrators may toggle the view to see existing support requests from all dashboards.

Standard users can view and edit their own submitted requests whereas administrative users have the permission to view and edit all submitted requests in the context of that Dashboard.

Creating a Support Request

To create a new Support Request select a category by clicking Account, Restore, or Miscellaneous, then click the button. The requisite information that needs to be supplied for a successful Support Request change based on the selected category. After you fill out the dialogs press the button to submit the Support Request.

Account Support Requests

Only administrative members can request changes be made to account access as a security precaution. Only administrative users can view a list of accounts in the dashboard eligible for edit or delete.

•Create Account - Select this option to request a new Active Directory account for hosted application users.

•First Name: First name of the user to be created.

•Last Name: Last name of the user to be created.

•Email: Valid email address of the user to be created.

•Phone: Valid phone number in case our support team needs to contact them for additional information.

•Notes: Any important details that pertain to this request such as if the user requires an Active Directory account to be created as well.

•Delete Account - Select this option to submit a request to delete an existing pasPortal or Active Directory account.

•Account Name - Choose an existing pasPortal user from the drop down.

•Notes - Add important details that pertain to this request, such as an effective date.

•Edit Account

•Account Name: Choose an existing pasPortal user from the drop down list.

•Notes: Add important details that pertain to this request such as what to edit for this user. Role membership? Last name? Etc.

Restore Support Requests

Any user can request that a file or database be restored but note that all tickets are subject to confirmation and validation by our support desk with the customer's designated technical POC.

•File: Select this option to submit a file restore request to the help desk.

•File Path and Name: The fully qualified path to the file you wish to restore. EX: X:\My\File.txt

•Description - Add important details that pertain to this request, such as the date range from which you would like the file restored.

•Database: Select this option to submit a database restore request to the help desk.

•Database Name: The name of the SQL Server database that you wish to have restored.

•Description: Add important details that pertain to this request, such as the date range from which you would like the database restored.

•Other: Select this option for restoration request that fall outside of the more common File and Database requests, such as an entire VM or Website.

•Description: Add important details that pertain to this request. Articulate as much detail as possible to help facilitate rapid recovery under this scenario.

Miscellaneous Support Requests

Use this option for requests that are unrelated to Account maintenance or Restores.

•Description: Add important details that pertain to this request. Articulate as much detail as possible to help facilitate a rapid response from our support team.

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