1. Why create a case?
If you detect a problem on the platform or the mobile application, you can report the problem from the ermeo platform, by creating a case. This will allow you to trace the problem and track its resolution over time.
This guide will assist you with logging cases with Causeway Support using our dedicated Customer Community Portal.
All customers will require access to the Customer Community Portal.
A login to the Community can be requested by clicking on the ‘Request Login’ button and submitting your details. Once your details have been verified, you will receive an email confirming that your request has been accepted and you will be asked to select a password to login.
Please note that a request for a login to the Community can only be requested via this method. We can not accept requests over the phone.
Once you’ve logged in, the Home Page will look very similar to the previous screen. However, there is now a new option at the top called ‘Cases. You will also notice that the Top Articles on the right-hand side now has a more extensive list of results.
2. How to raise a new support case?
Step 1: Click on ‘Cases’ in the top menu bar to take you to the case home screen. From here you can consult all your existing cases. To raise a new case, click on ‘Create Case’ in the top right-hand corner.If you wish to track cases created by your colleagues as well, please contact your account manager to activate this access.
Step 2: A new screen will appear asking you to confirm which product the case is for. Please ensure you select the correct product as this will determine what information you will need to provide. Depending on the product, there may be some product specific questions which will be mandatory. In addition, there are a few fields to complete, some of them being prompts for information, however only the following fields are mandatory:
- Impact - Default is medium and is determined on the number of users affected:
Impact | Definition |
High | Whole or multiple organisation(s), department(s) or site(s) affected |
Medium | Group of users |
Low | One user affected |
- Urgency - Default is medium and is determined on how much functionality is lost:
Urgency | Definition |
High | Total / severe loss of business functionality |
Medium | Partial loss of business functionality |
Low | Minor issue that does not impact business functionality |
The combination of impact and urgency will confirm the priority of the case when logged with Causeway Support.
- Subject – Please make the subject as unique and meaningful to the issue as possible.
- Description – Please provide us with as much information as possible. If you can attach a screenshot etc., this can be done using the ‘Upload File’ function in the next step of the form.
- There is a 25mb limit on attachments and there may be more fields than shown in the above screenshot for you to complete based on the product you are raising the case for.
Step 3: Once you have completed all the relevant details, select ‘Submit’.
3. How to view/ update a case ?
Click on ‘Cases’ in the top menu bar to take you to the case home screen to view existing cases. The cases displayed are controlled by the List View in the top left-hand corner and can be changed using the little black arrow. The options available are:
- All Cases
- All Open Cases (it is recommended that this is pinned as the default)
- Recently Viewed / Recently Viewed Cases
Depending on the List View selected, a list of cases will be shown as follows:
- You can always update a case by either using the ‘comment’ function against the latest update or you can post an update. If there are any attachments on the case, these will be shown under Files. You can also attach additional files here as well.
4. What are the different status of a case ?
The status of the case will be one of the following:
Status | Description |
New | New case not yet allocated to a causeway support consultant |
In progress | Our team is investigating whether the observed behavior is due to a misconfiguration or a bug, in which case we must find how to reproduce it with certainty. |
With customer | With customer |
On Hold | On Hold |
Scheduled | Scheduled for an agreed date in the future |
Re-Opened | Re-opened by customer |
With Development | The bug has been successfully reproduced and has been forwarded to our development team.
They will fix the bug, before delivering it in our next version. |
Closed | Closed |
Closed-Merged | Duplicate case which has been merged with another |