This guide is intended to instruct users and administrators on retrieving information pertaining to  previously submitted support requests.

1. Click on the question mark symbol on the header bar of Arxspan ELN dashboard page (see image below), this will direct you to the Dashboard of Arxspan Support Center.

2. Depending on if your Landing Page user preferences have been set to either Tickets or Knowledge Base, you may be directed to a different screen. If you see the knowledge base page after login, click on My Tickets as shown below to switch to the ticket management page. Please see the end of this user guide for information on changing your default Support Landing page, if desired.

3. The ticket management page is shown below. All tickets submitted by you are displayed on the page. The status refers to the ticket’s current status, as set by Arxspan (1); see the list below for definitions of ticket statuses. If tickets are not displayed, you may need to adjust the queue to “All tickets” (2). The sort by menu allows you to sort the current ticket list by the listed criteria (3). The search bar (4) allows you to filter results based on keywords. Admins can use this feature to filter by username. The ticket subject is that which was assigned by the user who initially submitted the support ticket (5), Raised By (6) refers to the user who initiated the support request, and Assignee refers to the Arxspan Support Team member handling the support request.

           If you are a system administrator and would like to view all Support Tickets submitted by users of your organization here. Please contact Arxspan Support to turn this feature on for you.

         Definition of Ticket Statuses:

1. 1. New- The ticket has been received but has not been responded to by an agent
   2. Investigation- The ticket is being actively looked into by support staff
   3. Meeting Scheduled- A web/in-person meeting is scheduled to resolve the issue
   4. IDQ - The issue has been verified by the support team and escalated to the engineering team for immediate action.
   5. Engineering Queue- This feature or issue has been added to our backlog for consideration in a future engineering cycle (Sprint)
   6. Scheduled for Release- The issue has been assigned to a Sprint and will be released when completed by the engineering team
   7. Awaiting User Response- These tickets require further information from the user before action can be taken or the ticket is waiting on the user to confirm that a fix has resolved an observed issue.
   8. Obsolete- The ticket no longer requires action on the Arxspan side
   9. Code S- This is an internal code for Arxspan use, this is equivalent to Resolved
   10. Resolved- The request has been resolved and the customer has confirmed no further action is needed
   11. Closed - Any ticket that has been inactive for 14 days is listed as closed

4. If a ticket is clicked on, the user will be brought to the individual ticket summary shows:
   1. The current status and ticket number
   2. Current assigned agent
   3. Title of the ticket
   4. Preview of the message received 
   5. Ticket senders name (for Admins only)
   6. The entire conversation history of the ticket can also be viewed here. You can respond directly to the ticket from this page with “reply” in the bottom left.  Administrators can also respond to requests initiated by other users.

Changing Your Default Support Center Landing Page

Your default Arxspan Support landing page can be changed to the Knowledge Base page, or to the My Tickets page if preferred.

1.  While in the Support Center, press the arrow next to your name initials (top right corner of the page as shown below), and select My Settings from the dropdown.

2. From the Settings screen, select “Support Center,” then select your preferred default Landing Page from the dropdown, as shown below.