Inventu Support HelpDesk Guidelines

Inventu Online Helpdesk Access

If you have downloaded one of our supported products, or are an existing customer, we recommend registering as a Helpdesk user if you were not automatically registered (you would have received an e-mail from us if automatically registered).

There is a Register Link available on the initial Logon page that will be displayed when you click on "Sign in" after accessing https://support.inventu.com/helpdesk.

Creating a Support Ticket

You can create a support ticket directly at the help desk or by simply sending an email to support@inventu.com.

Once you understand the Guidelines for your product, you can logon to the HelpDesk and click on New Ticket upper right.

You will need to select a category for your new ticket and also set the priority. The priority is very important to ensuring the proper attention is paid to your ticket:

Priority Description Low A routine question or evaluation interest. A configuration or customization issue early in the evaluation or proof of concept. Normal An issue you have encountered that you need assistance with. High Time-critical issue that needs to be answered/solved ASAP. For example, a configuration question or issue that is preventing you from meeting a deadline or a production issue that is annoying but which doesn't affect your application working correctly. Critical The highest priority - a production application is down or is failing. When a ticket or action is entered at this level, support staff at Inventu will receive a Pager alert with the ticket information and customer information.

Attachments

The HelpDesk system supports attachments to a ticket - in most cases, an appropriate log file will provide support essential diagnostic information. It is strongly recommended that with each new ticket, if at all appropriate, you attach a ZIP file containing the relevant logs for your issue. See the appropriate guideline section for your product for a list of diagnostic files that can assist Inventu Support.

E-Mail Updates

When you have entered a new ticket, or a new action on a ticket, the assigned support staff at Inventu will receive an e-mail with your new actions included.

In addition, any time Inventu Support adds an action or attachment to your ticket, you will receive an e-mail alerting you to the action. With our new HelpDesk, you can reply to the email directly without needing to log back into the helpdesk.