Using the Technical Support Portal

1 Support Portal Accounts

Your portal account is pre-created by Mapp, and extra accounts can be created upon request to your Account Representative.

First Connection to the Support Portal

You can access the Support Portal at https://support.mapp.com

2 Resetting your portal Password

You must reset your portal password upon first connecting to the Support Portal.

1. Click the Forgot your password link on the login page.

   
   

2. You will be prompted to enter your email address corresponding to your Support Portal account.

   

3. Enter your email address and click the Reset Password button. This will send you a confirmation email to validate your mail address:
   

   

4. Once you receive the email, click on the confirmation link. This will take you to the Customer Portal, where you will be asked to enter a new password.
   

   

5. Once you click the Change Password button, you will be taken directly to the Support Portal main page.

3 Logging in, Creating & Viewing a Case

3.1 Logging into the Support Portal

The address of the Support Portal is support.mapp.com

If this is your first login, you must reset your password as described in the previous section.

Once logged in, you will see the main menu to create and view cases.

3.2 Support Portal

Main Page

The main page allows you to view your currently open cases, raise new cases, and access other Mapp support resources.

Top menu

This menu bar provides:

• Link back to the main page

• Support menu containing links to:

  • Create case form

  • My cases list

  • All open cases

  • Closed cases

• Key topics, linking to online help

Center menu

This provides 3 main shortcuts:

• Ask Mapp: Direct access to the new case form

• Direct link to the Knowledge Base

• Help Server: Link to our online help

My open cases

A quick review list of the last 10 currently open tickets.

3.3 Creating a new case

Click the Ask Mapp link or select Support > Create Case from the top menu. This will display the case creation form, which you must fill in.

• Account Name: This is pre-selected and cannot be changed. It is the name of your organization.

• Asset: Click in the asset field to select your Mapp product instance linked to your request

• Watch List: You can select a colleague from the Support Portal users linked against your organization, who will be notified by email about actions taken on your ticket.

• Watch list email: If you want to add extra contacts to your case who will be notified about actions but who are not pre-existing contacts on the Support Portal, please add the addresses here, with each email address separated by a comma.

• Case Type: There are four case types to select corresponding to the type of request you have:

  • Service Request: You want to ask Mapp to do specific work on your product instance.

  • Technical Issue: You have a problem with your Mapp product.

  • Deliverability Support: You have identified issues linked to message delivery, for example blocked and bounces.

  • Question: Anything else?

• Priority: Select the priority of your request as described in the “Service Level Agreement” section above.

  • If you select “Priority 1”, you will be asked to justify the impact for this priority level.

• Subject: A Brief description of the question you want to raise to Mapp

• Description: A complete description of your question, allowing Mapp to work on your request. When raising a case, we recommend that you provide the following

  • The intent: What are you to achieve?

  • The reproduction: What did you do?

  • Actual behavior: What happened?

  • Supporting information: Dates, times, IDs of affected objects…

• Attachments: After submitting the creation form, you can add attachments to the ticket.

Once you have completed the form, press the “Submit” button. Your ticket will be created, and you will be taken to this new ticket to add attachments and review your exchanges with Mapp.

3.4 Viewing a ticket

You can view tickets directly from the main page, using the list of the last 10 opened tickets, using one of the three filters in the Support menu, or searching for a ticket by its number.

Pre-defined filters

• Active Cases: This will show a list of all active tickets raised by your organization, irrespective of who raised them.

• My Cases: Shows a list of tickets raised by you only.

• Closed Cases: Shows the list of most recently closed tickets.

Search Bar

At the top right of the page you have a search bar.

If you have your ticket number, you can enter this number and search directly, irrespective of the ticket status.

This will display a list of matching tickets to view.

Viewing a ticket

Once you have identified the ticket you want to view, click on the ticket number to display the details.

• Case information: This section presents the ticket's current status, assignment details, priority, and who is actively assigned to work on it at Mapp.

• Case Additional Information: Contains the case subject and description.

• Watch List Contact: Displays the ticket watchers

• Share An Update: Clicking Share an update opens the case comment window, which allows you to enter information and attachments and share them with Mapp. You can use rich text formatting and add screenshots and other files directly to your ticket comment.

• Comments: Contains the details of all exchanges between you and Mapp.

Resolution and Closure

Close

Until Mapp provides a solution to your ticket, you can close the ticket outright via the Close button, for example, if you find a solution to your question.

You will be prompted to enter a closure reason, and your case will be closed after validation.

Resolution

Once a ticket is resolved, it will display in the “Support” > “Active Cases” menu and can be selected from it’s ticket ID, and you will be notified by email with a link to the ticket.

When Mapp provides a solution to your ticket, it will move to Solved. The Close Case button on the ticket details form will be replaced by the Resolution Accept / Reject button. Clicking here, you have three options:

• Accept the solution: Once accepted, your ticket will be closed.

• Reject the solution: You must enter the reasons for your rejection. Upon confirmation, your ticket will be reset to working status, where it will be reviewed and reworked to address your rejection comments.

• Do nothing: The case will self-close after 5 working days after the solution is proposed.

Important notes:

• Once a ticket is solved, Mapp will not see any further comments you may add unless you reject the solution.

• Once a ticket is closed, it cannot be reopened, and you will need to open a new case if you require further assistance.