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Excerpt

Introduction

Before reading this article describing our Tech Soft 3D Support Portal please read our Developer Support Policy. The Support Portal uses Jira Service Management (or JSM).

Logging in

Your account will be automatically set up by our team during the evaluation phase of our technology.
If you are having troubles to log in please use the Forgot your password ? link or contact support@techsoft3d.com

Once created, your account is managed by Atlassian. If you have trouble logging in, please use the “Forgot your password?” link and follow the process. Tech Soft 3D can only send you a prompt to reset your password. If you need to request changes to the accounts for your organization (including additions or deactivations), please submit a new issue.

Home Page

After logging in you will have access to our customer portal with the following functionalites:

Tech Soft 3D Knowledge Base

Please find more information on how to use the Tech Soft 3D Knowledge Base

Annoucement Message

Here we provide you live information such as planned maintenance actions on our infrastructure, holidays, or any type of useful information

Issue Submission Forms

Each Issue Type forms are self-guided, make sure to add information as clear as possible.

Quick Acces to your issues

This link gives you access to all the issues you have submited personally or at your organization level.
From here you can check the status of your issues, interact with our Support team or change the Severity of an issue with the Status Deferred.

Access to the Advanced request report

Clicking on your avatar (top right) allows you to acces your Profile, Log out and also the Advacned request report to have a more explicit view of your issues.

Changing Severity on a Bug

Severity on Bugs with a Deferred Status can be changed directly from the interface

Changing Business Impact on a Feature Request

Business Impact on Feature Request with a Backlog Status can be changed directly from the interface

From the activity field you are notified of the changing happening in your issue and can also send us direct comments

We will also use this form to communicate with you.

Reopening an issue

If you have a doubt, you can always reopen an issue that is Closed or Resolved.

Replying on a ticket

Replying above the line on the ticket notification will attach your comment to the ticket

However, we strongly encourage you to use the Support Interface to reply to our comments on a ticket as sometimes emails can be lost.

Notifications

Following notifications will be sent by our Service DeskOur Support Portal (JSM) sends notifications by email at various times triggered by specific activity. Notification are sent to the reporter of the issue and the list of users with whom the ticket has been shared (i.e. all associated users). The following notifications occur:

Notification	Trigger / Activity
Request created	When a request an issue is created, our service desk sends a confirmation that JSM confirms receipt of your request was received.
Public comment added/edited	When a comment is added /edited to the request/issue our service desk sends all the persons involved on the request a notificationor edited for an issue, JSM sends the comment to all associated users.
Request resolved	When a request resolution the issue’s Resolution field is set, our service desk notifies the reporter and all persons involvedJSM notifies all associated users. This notification is sent to the reporter even if they have turned off notifications for a requestan issue.
Participant added	When participants are added to a request, our service desk an issue is shared with additional participants, JSM notifies the new participants.
Status changed	When a request an issue transitions to a new status, our service desk notifies the persons involvedJSM notifies all associated users.

Versions Compared

Old Version 5

New Version Current

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