Welcome to the new Openbravo Support Portal!

Openbravo has created a new support portal to ease the communication to our customers and partners. In the following lines you have an explanation of how it is used.
 

Sign In

In case you need to raise an issue or doubt to Openbravo Support Team you should sign in first by adding your email and password.

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Submit a request 

When submitting a request it is very important to provide us with as much information as possible.

  • Select the customer that is having the issue
  • Add other email addresses in CC field in case it is needed
  • Choose a descriptive subject.
    • Note: it could be a good option to add the customer name on the request title in order to ease looking for it among all the tickets of your organization.
    • When adding the title to the request, some Knowledge Base entries will be proposed. You could take a look to it in order to find a clue for solving your issue.

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  • Use the description field to explain your request in deep. Adding an example, the business case of the customer and so on will help us speeding up the resolution.
  • Set the severity based on the request type:
    • Minor: an inquiry and/or low system impact issue which does not require immediate attention.
    • Medium: a problem causing partial, non-critical functionality loss.
    • Major: A business-critical process is impaired, causing serious impact on daily operations, and there is no acceptable workaround.
    • Critical: production system is severely impacted or business-critical applications are completely down causing that the customer cannot reasonably continue to work.
  • Add private data such as accesses in Confidential Information section:
    • It is very important to have both web and ssh access to the environment in which the problem is happening, the configuration should be checked and so on.
    • If the problem is happening on a POS terminal, remote desktop access will also be required.
    • In case we should launch a process or modify data to reproduce an issue, it would be very important to have access to a TEST environment
  • In case the ticket is related with a doubt during a training, please select the training name in the Training Course field.

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  • In case you need to attach any file to the ticket, you can directly drop to attachments section
  • Finally, submit the request by the Submit button


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You will get a success message after submitting the ticket.

 

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Check submitted requests

All the requests will be listed in My activities menu entry.

 

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You could filter the requests by its status and order them by the Last activity column in order to have the newer tickets first. The status of a ticket are:

  • Open: Openbravo is currently working on it
  • Awaiting your reply: Openbravo needs your action for following the ticket management
  • Solved: Final answer has been provided by Openbravo

When you submit a ticket, you will see it in Open status:

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Once Openbravo provides you with a final answer, its status will change to Solved.

 

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You could enter the ticket to analyze the provided answer. It will be at the end of the conversation.

 

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If you want to add an answer to the request, you should use Add to conversation button, add the required text and Submit. The ticket status will change to Open again.

 

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Closed tickets

Once a solved ticket is closed it will include the following line at the end:

This request is closed for comments. You can create a follow-up.

You should create a follow-up ticket when the solution provided did not solve the problem reported in the ticket, that is, the problem happened again after applying the solution. If applying the solution provided in the original ticket has caused a new issue, you could also create a follow-up ticket.