If you (the operator) or your occupiers are experiencing technical issues with the essensys Platform, your essensys network, your services, or if you simply have a question that you want us to answer, you can create support cases within the essensys Platform. You can also monitor your support cases, and add comments and attachments as required.

Tip: Before you create a ticket, you should investigate whether you can resolve your issue with the help of the Knowledge Base and perhaps chat with us? For more information, see Contact us.

Create and manage support cases

Tip: As well as using this page to create cases, you can also use it to:

Monitor cases that request changes to the configuration.
Monitor cases that were created automatically in response to network issues or tasks.
Monitor cases that were created by the occupier themselves using their white-labeled essensys portal.
Monitor cases that were created by you (the operator) in the essensys Platform.
Review cases that were closed in the previous 12 months.

Accessing the Support page (main menu)

Click Operations in the main menu.
Click the Support tab.
The Support page opens.
If there are multiple sites visible in your view, you can:
1. Select All sites to view cases across your sites.
2. Otherwise, select the <site> whose support cases you are specifically interested in.

Details of the support cases at the selected site or sites are displayed in the main editor. By default this view shows open cases, but you can change the filters to select all.

Tip: You can also access this view from the open cases tile on the site's dashboard. For more information, see Open cases.

Create a new support case

From the Support page, click New case.
A pop-up opens, offering two options:
- If you have not already done so, click Go to the knowledge base and search through our learning pages.
- If you cannot find an answer to your problem in the knowledge base, click Create a support case. The New support case dialog box opens.
Specify the details of your case:
1. Select the Occupier / Operator that the case is associated with.
  Note: Because you are raising the case, the Contact field is automatically populated with your email address.
2. Specify which Case area to classify your case against.
3. Select a Case reason.
4. Specify a Subject for your case.
  This short name or subject should be a summary of the case being created.
  Note: The subject will be the first information seen by another user, and will be used for text searches. It is, therefore, very important to make it clear and concise.
5. Specify a full Description for your case.
  The description needs to be enough information for essensys to be able to resolve the case, so think about the type of information that you supply to us.
  Example: If you are reporting an issue with a particular occupier's internet connection, make sure that the description contains the nature of the issue, the name of the occupier experiencing the issue, the date and time of the issue, the connection type, and any other information that could be useful.
Click Save.

The case is created in the essensys Platform. All cases are initially in the new status, with "essensys" responsible for the next action, until they are organized into the relevant priority categories.

View and comment on existing support cases

You can view your existing cases and, if you have more information to add, you can update those cases with comments or attachments.

From the Support page, use the filters at the top-right to find the case you are interested in.
For more information, see Filters.
Click the case subject.
The Case details page opens. The description of the case is presented in the main editor, with any subsequent comments following.
Note: The comments are added in time order and each includes a time stamp.
To add a new comment:
1. Type your comment into the text field at the bottom of the page.
2. If you also want to add an attachment, click the paperclip, and then select the file that you want to add.
  Note: You can only attach files in the TXT, DOC, PDF, CSV, JPEG, or PNG formats. The maximum file size is 5MB.
3. Once the text and file are specified, click Post.

Your new comment and any attachments are added to the case.

Support cases (list view)

Header details

Field	Description
All sites Site name	The site whose support cases you are viewing. Can also be All sites, indicating that you are viewing support cases across your sites.
<number> cases	The number of cases that are currently visible in the main list view.
Download	Click to download the filtered case list as a CSV file.

Filters

Search and filter the list of support cases at the selected site.

Filters	Description
Status: All Open (default) <open statuses> Closed	Filter the list of support cases to show only those with a particular status: Select All to not filter by status. Select Open to show cases that are currently open with any open status. Select Open > <status> to show cases with one of the open statuses. For example, to see cases that are new or on hold. Select Closed to show closed cases from the last 12 months. Tip: If you want to see cases that were closed more than 12 months ago, please contact us.
Priority: All priorities (default) Not assigned <priorities>	Filter the list of support cases to show only those with a particular priority: Select All priorities to not filter by priority. Select Not assigned to show cases that have not yet been assigned a priority by essensys. Select <priority> to show cases with one of the specific priorities. For example, only cases that are considered Critical.
Created for: Operator <occupier name>	Filter the list of cases by the organization that the case was created on behalf of: Select Operator to show those cases created for the operator. Select the <occupier name> to show those cases created for a specific occupier. Tip: Use the search field at the top of the Created for drop-down list to filter the options.
Search	Use this text search to find a particular case or set of cases. The search is based on the subject of the case or the identifying case number.
New case	Click to create a new support case. For more information, see Create a case. Tip: When you click New case, you will be offered a link to the Knowledge base. You may be able to find a solution for your problem there.

Case list

Each row in the main editor represents a single case. Click the subject to view the case details page containing the conversation (comments and links) for an individual support case.

Field	Description
Priority/Number	Priority: The icon indicates the priority that has been assigned to the case for solution. Hover over the icon to open a tool tip showing the priority. Note: Where the priority is not assigned, it has not yet been assigned a priority. Number: The ID number that uniquely identifies the case. This number is automatically created when your case is created. You should always quote it if you need to contact essensys about this case.
Subject	The short name or subject of the case. Click to open the Case details page. Note: If the subject is too long, it will be truncated. Hover over the ellipsis to show the whole value in a tool tip.
Created by	The occupier or operator that reported, or is affected by, the issue.
Last updated	The full date of the last change to the case details. Tip: You can sort the cases by this date.
Next Action	The group responsible for performing the next action with a view to resolving the issue. Can be one of: essensys operator occupier third-party For example, a new case is initially assigned to essensys.
Created	The number of hours ago, days ago, weeks ago, and so on that this case was created. Tips: You can sort the cases by this date. You can hover over the value to see the exact date the case was created on.
Status	The current status of the case.

New support case

Field	Description
Site	The site that the issue occurred at.
Occupier/Operator	The organization that reported, or is affected by, the issue. Can be one of: Operator <occupier name>
Contact	The contact email address for the case. This is the email address for the user who is currently signed in to the essensys Platform.
Case area	The area that the case affects.
Case reason	This reason for this case being logged.
Subject	The short name or subject of the case. A summary of the issue that is being created. Note: The subject will be the first information seen by another user, and will be used for text searches. It is, therefore, very important to make it clear and concise.
Description	The full description for the case. The description needs to be enough information for essensys to be able to resolve the case, so think about the type of information that you supply to us. Example: If you are reporting an issue with a particular occupier's internet connection, make sure that the description contains the nature of the issue, the name of the occupier experiencing the issue, the date and time of the issue, the connection type, and any other information that could be useful. Note: You may also want to save any screenshots or correspondence related to the issue that can be shared with the essensys staff in the chat or at a later date. You can only add attachments to the case after it has been created.

Case details

Basic details

Most basic details match those seen in the Case list and New support case dialog. The following lists additional or different read-only values:

Field	Description
Created	The date and time when the case was initially created.
Created by <created for> / <contact>	A two-part entry describing: The organization (occupier or operator) that the case was created for. The user contact who created the case and is the contact for it.
Case information: Description / Comment Date time	Each text box shows a block of informational text associated with the case, and the date and time when it was added. The text boxes show: The description of the case. Any comments added to the case after creation.

Add comments and attachments

Field	Description
Comment field	Type your additional information into the comment field.
Add attachment	Click Add attachment to attach a file or screen shot to the comment. Note: You can only attach files in the TXT, DOC, PDF, CSV, JPEG, or PNG formats. The maximum file size is 5MB.
POST	Click POST to add your comment to the case. This associates the comment, and any attachments associated with it, with the existing case.

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