Creating and accessing a help desk issue

A customer can enter a help desk issue online. The help desk management screen can be accessed from the Help Desk menu.

When a help desk issue is created from the Application Desktop, you can decide whether to publish the issue on the Customer Portal.
Before publishing the issue, you have to users the users who will be able to view the issues.
1 | Open an existing help desk issue or create a new one from the Help Desk menu. |
2 | From the issue you want to publish online, check the Customer visible box and save. |
The issue can be accessed from the Customer Portal.

Reminder: The fields with * are required.
1 | Click on the Help Desk menu > New. |
2 | Under Contract: |
- Check Not distributable if you do not want to publish the issue.
- Select the Contract linked to the issue. If the contract only offers a single service for only one product, then the application will automatically fill in the Service Delivery and Product fields.
- Select the issue's Service Delivery, the related Product, the Site linked to the contract, the Version and Revision.
3 | Under the Context: |
- Select the Type of ticket (evolution, correction, etc.) and the issue's level of Severity (critical, major, minor).
- Enter the issue's references as well as the date on which you want the answer to be delivered.
4 | Under Description: |
- Enter a Title and indicate if there is an Error code associated with the issue. E.g.: 404 Error.
- Enter a comprehensive description of the issue. For the error to be adequately reproduced, it is recommended to avoid ambiguous terms and to clearly describe the steps.
- Add an image (you can copy and paste an image or upload it from your computer) and customize your text if necessary using the text items bar.
5 | Under Contacts: |
- Select the creator of the issue in the Requester field as well as the User - if it differs from the requester.
- Enter the contact details.
6 | Drop the documents linked to the issue (screenshots, attachments, logs, etc) in the Linked file area. To delete a document, click on |
7 | Click on Create. |
The issue is created and a number is automatically generated. You can modify the issue at any time.
Note
As you select information in the issue, the list of Related FAQs is automatically updated. We recommend you check the list to see if there is an FAQ article that already addresses your issue.

Accessing a Help Desk issue
1 | From a list of issues, click on the desired issue number. You can use available filters from the left part of the screen: status, type, requester, contract, service delivery, etc. |
2 | Click on the icons located at the top right of the page to: |
- close an issue;
- duplicate an issue;
- re-open a resolved issue;
- print an issue.
3 | Drop the documents linked to the issue (screenshots, attachments, logs, etc) in the Linked file area. To delete a document, click on |
4 | Click on Save to take the modifications into account. |
Printing analytical reports
To print summary reports linked to your help desk activities:
1 | Click on the Reports tab. |
2 | Click on the desired report template in the list. The templates that are displayed are the same as the ones in the Help Desk module of the Application Desktop. |
3 | In the Printing parameters window, enter the information to display in the graphics, such as dates or the relevant version, and confirm your choice. |
The document automatically opens.
Managing the list display
The following icons are displayed at the bottom of the page:
-
: enables you to export the list in Excel format. A file is automatically downloaded on your computer.
-
: opens a window that helps you set up the columns that are displayed on the screen.
-
: enables you to reload the list.

You can search for an issue from three different screens depending on the issue state:
- Open: enables you to search for an issue within received or open issues.
- Resolved: enables you to search for an issue within resolved issues.
- Search: enables you to search within all available issues.
Open and Resolved
1 | Click on Open or Resolved. |
2 | If you know the issue number, enter it in the Ticket # field then click on Ok. |
3 | If you want to search by Product, select it in the drop-down list and click on Filter. |
The list of issues is displayed.
Search
1 | Click on Search. |
2 | To start a search, fill in the relevant fields: issue number, product, version, etc. |
3 | Click on Search. |
The list of issues is displayed.

For an issue that is resolved or closed externally, it is possible to re-open the issue if you find the initial problem has not been resolved or if the solution provided is not correct.
Note
If the issue must meet a specific deadline for its resolution (Guaranteed Response Time), the contractual deadline is calculated again if the Guaranteed Response Time was not already exceeded before the first resolution.
1 | Click on the Resolved or Closed tab. |
2 | Select the issue to re-open to display its details, then click on Re-opening at the top right of the issue. |
3 | In the re-opening window, fill in the following fields: |
Field | Description |
---|---|
Type of response | Select the task type from the drop-down list. This list displays the task types set up with the Reopening issue box checked. |
Comment | Add a comment for the re-opening. This comment is added to the issue's messages. |
4 | Click on Re-opening. |
The issue is re-opened and the closing task (or the last task before the re-opening) is automatically completed. A re-opening task is created and completed automatically. A new open task is created, that contains the same information than the task preceding the closing task, with the same group and employee assigned to it.
The re-opening message is added to the Customer response tab of the re-opening task.
Example
A correction issue includes the following tasks:
- The qualification task.
- The software maintenance task.
- The delivery task.
- The closing task.
When the customer re-opens this issue, two new tasks are added:
- The re-opening task, completed automatically.
- A copy of the delivery task.

At any time, you can close an issue that was created by you.
To do so:
1 | Open one of your issues and click on Close. |
2 | Click on OK. The issue is closed. |
3 | Enter a comment, if necessary. The comment will be added to the external description of the issue's last open task. |
The PWC_CLOTURE_TXT management rule enables you to set up the way a satisfaction score and comment will be entered and displayed when closing an issue from the Customer Portal. Enable this rule and set up the following information:
Field | Description |
---|---|
If Yes, then the closing comment is required |
When Yes is checked, a closing comment must be entered. When No is checked, entering a closing comment is optional. |
Satisfaction score input |
Enter:
|
Label displayed above the score | Enter the label to display above the satisfaction score. |
Number of stars... |
Enter the number of stars (from 1 to 5 stars) below which a closing comment must be entered. Example If you enter 3, the closing comment must be entered if your customer gives a score of 1 or 2 stars. |
Default score at the opening |
Enter the number of stars (from 1 to 5 stars) given by default when closing an issue. Example If you enter 5, the default score will be 5 stars when a customer closes an issue. The customer can keep this default score or modify it before closing the issue. |

To send a message from an issue to the Help Desk:
1 | Log into the Customer Portal using your login information. |
2 | Open an issue from the Help Desk menu. |
3 | At the bottom of the issue, write a message in the Messages section then click on Send. Your message is displayed under the issue and can be seen by anyone who has access to this issue. |
Once the issue is saved, you receive a confirmation email in your inbox.
Then, you will receive a message with a hyperlink that will redirect you to the Customer Portal where you will be able to see the answer to your message.
Important
You cannot add images to your message. This feature only enables you to send short messages to help you quickly and efficiently communicate with the Help Desk.