- Report
- Acceptance
- Response(s)
- Problem closure
Report:
You report a problem and will receive a copy by email at your user's address.
Acceptance
When Support reviews your problem, it is accepted, which means it has been read and they are working on your case. This action does not generate a notification by email and can only be seen in your Help and support.
Responses
The support team will respond to your report. For each response, you will receive a notification by email at your registered user email address (My profile). The responses are logged in your Help and support. They may include the solution or request additional information to better understand the problem. Each response generates an email notification.
Problem closure
When technical support resolves the problem, they mark it as "Resolved". This closes the problem instance and the system sends a final confirmation email to the address registered in My Company.
Keep in mind that a response always arrives at your user's email before the "problem resolved" email. If you cannot find it, check your spam folder or check your account's emails.