Follow the steps below to submit a new request or check the status of an existing support request.

Enter a ticket

  1. Navigate to the support ticket entry screen.
    1. Select Create a Support Ticket from the main help page, or
    2. Select Submit a Ticket from the dashboard.
  2. Select Submit a request.
  3. Fill out the Ticket form.
    1. Enter Subject.  A headline description of your problem or request.
    2. Enter Description. Supply details of your problem or request.
    3. Select Region/Zone.  
    4. Enter Contact Phone.
    5. Enter Steps to reproduce the issue. Provide as much detail as possible, including the pages, tiles, menus, or other relevant information prior to encountering the problem.
    6. Add Attachments. Include any attachments that help provide insight into the problem, such as a screenshot.
  4. Select Submit.

Check your ticket

  1. Navigate to the support ticket entry screen.
    1. Select Create a Support Ticket from the main help page, or
    2. Select Submit a Ticket from the dashboard.
  2. Select your name in upper right-hand corner.
  3. From the drop down, select My activities.
    A table of open requests appear.  You can select between My Requests and Requests I'm CC'd on.
  4. Select the request Subject to view and update details of the request.

Ticket status

Tickets have one of four possible status values as described in the following table.

StatusDefinitionAction
OpenUtility Cloud is working on the ticket.No action required.
Awaiting your replyUtility Cloud needs more information from you to proceed with resolving the ticket.Update the ticket with the requested information.
On-holdUtility Cloud is waiting on information from a third party.No action required.

Utility Cloud has requested information 3 times while in "Awaiting your reply" status.Update the ticket with the requested information.
SolvedUtility Cloud has resolved the issue.No action required.


Security Role Right Required: View technical support ticket system