For the attention of support responsibles

• What is the support system?It is the system through which you send us screen errors, questions, help requests and new feature suggestions, and follow the outcome step by step.
• Can every user sign in to the support system?No. The support responsible designated when the organisation account is opened is the one who signs in. So that the same topic is not reported over and over by different users, requests go first to the support responsible inside the organisation, who then opens the notification from one hand and in filtered form.
• Is support given through our organisation's instant messaging group?No. Instant messaging and announcement groups exist to inform the users inside the organisation at once, to react quickly on urgent matters and to share news. Technical support notifications are not taken from those groups but through the support system and by the support responsible.
• Who is the support responsible in my organisation?In joint health and safety units it is the responsible manager or the employer. In organisations it is the occupational health and safety manager, the responsible manager, or the OHS professional assigned from within the team.
• Should I send my reports to the support responsible first?Yes. The responsible prevents the same topic from being opened twice and opens the notification on behalf of the organisation from one hand.
• How do I learn the outcome of my report?An automatic update e-mail goes to the support responsible at every stage. The responsible follows the process and the outcome, shares it with the users inside the organisation, and you can ask them for the result.
• May we send reports through social media accounts?No. A request with no record in the support system cannot be tracked. For support to run without interruption, the notification has to be opened through the system.
• May we send reports by e-mail?No. A request sent by e-mail creates no record in the support system; it cannot be tracked and cannot be brought to a resolution.
• May we reply to the update e-mails?No. Those messages are sent automatically by the system and replies to them do not reach the support system. To add information you follow the link in the e-mail to the notification's own page and write the note there.
• Which stages does a notification go through after it is created?A notification goes through review, technical approval, verification and assignment, design, coding, testing and resolution; each stage has its own colour. All of the stages are listed in order on the support home page.
• Who closes the notification?The support responsible checks the resolved notification against the feedback from the users inside the organisation and closes it. If a resolved notification is not closed within fifteen days, the system closes it itself.
• What should be observed when opening a notification?Account security, the right category, a detailed description, the required fields, the attachment and a clear account of the issue. All of the rules and the title format are explained step by step in the guide to opening a notification.

Notification Acceptance Process Notification Opening Rules