Submitting a Support Request Ticket

Kuali Support Portal provides a portal for designated support contacts to submit a request for assistance from our support team. 

• Who Can Submit a Support Request?
• How Do I Submit a Support Request?
• How Are Support Requests Triaged?
• How Do I View the Requests I've Submitted?

Who Can Submit a Support Request?

Each institution with a Service Level Agreement has three designated users who can submit tickets for support via the support portal. If you have appropriate access, you will be able to access the Support Portal by clicking on the Kuali Menu and then Help from the top left of the Kuali Dashboard page.  

From the Support Portal, you can submit a request to our support team by clicking Submit a Request in the upper-right corner of the portal.

If you do not see the Submit a request option, or if these contacts need to change, you can send us an email and we can adjust these for you as needed. 

Note: Although you can enter the CC into the support ticket, the user will need to have an account within the Support Portal to receive additional updates or possibly respond to a ticket they have been copied on. Institutions are limited to 3 (three) designated support contacts, but your users can have an account which will allow them to be CC'd on tickets or participate within the community. If a user you would like to CC does not currently have an account, just let us know and we can add them.

How Do I Submit a Support Request?

The Kuali Support portal allows users to submit a request to ask questions, report issues, or request overall guidance for Kuali products.

To submit a request:

• Click on the Kuali Menu, and then Help at the top left of the Kuali Dashboard page; OR email support directly at [e-mail].
• The next screen will provide a form to fill in to send information to our support team.
  

  CC

  Just like with your email, the CC (carbon copy) field allows you to add any email addresses to the request. When you have copied someone to the ticket, they'll receive all of the same updates as you that pertain to the progress of the ticket. You can add multiple addresses if you need to include multiple people.

  Subject

  This is a required field that you can use to give us a quick overview of what your ticket is about. It helps to summarize into a single sentence. For example, a ticket with the subject of An error appears when attaching documents is much more helpful than Error.

  Description

  This field is required, and you can use it to provide as much information as possible. The more you can provide in your ticket, the faster we can help you! You should include details such as the environment you are working in, the names of any items (URLS are even better!), and any steps you have taken leading up to the issue. If you can provide screenshots or even a video of the issue, that is also helpful.

  Priority

  This is a required field that helps us to triage tickets that come in. The available options are listed below.

  Note: Requests submitted that do not meet the predetermined criteria may be downgraded to their appropriate priority upon triage.

  Attachments

  Include any screenshots, gifs, videos, etc. that help further explain the request.

• Click Submit.

How Are Support Requests Triaged?

As explained in our SLA, support requests are initially triaged by the priority indicated by the requestor.

Note: Requests submitted that do not meet the pre-determined criteria may be downgraded to their appropriate priority upon triage.

Urgent

The majority of users cannot access the service.

High

The service is materially impaired but may still be functional.

Normal

The service is partially impaired but workarounds are in place.  Please note, this is the default priority when you submit via email [e-mail] so if you need to indicate a higher priority please create your ticket within the support portal.

How Do I View the Requests I've Submitted?

Once logged into your Kuali Support Portal account, you can review all your ticket activity.

• Click on your name in the top-right corner of the portal.
• Click My Activities in the dropdown menu.
• Click on the title of any ticket to view further details such as current status, updates, and to add comments or ask for additional information. You can also see requests your CC'd on or requests for your Organization.

To search requests:

• Enter in search criteria in the search bar

To filter requests:

• Click in the Status dropdown to select a status (e.g., any, open, etc.)