How to Submit a Support Ticket

access level all users (full access) module help it help desk this guide provides step by step instructions for submitting support tickets through januscrm following these guidelines ensures your issue is addressed quickly and efficiently by the it team accessing the it help desk step 1 log into januscrm navigate to https //phoenix ocmi io/ and log in with your credentials step 2 locate the navigation bar find the navigation bar on the left side of the januscrm interface step 3 select help select the ? help button in the navigation bar this opens a new browser tab step 4 access it help desk select it help desk from the available options step 5 begin ticket creation select get it help to start creating your support ticket creating an effective support ticket required information fill in all fields with accurate, detailed information subject line brief, specific description priority level select appropriate urgency category choose relevant issue type detailed description complete problem explanation attachments screenshots or error logs how to properly describe your problem detailed description format 📌 tip use the "5 w's" approach for comprehensive problem reporting what is happening? describe the exact issue include complete error messages note any unusual behavior specify what should happen instead where is it happening? module name (e g , payroll dashboard ) specific tab or section (e g , processing tab ) customer name if applicable environment (production/testing) when did it start? first occurrence date and time frequency (constant, intermittent, specific times) any recent changes before issue started pattern of occurrence who is affected? just you or multiple users specific roles affected customer impact department impact what have you tried? list all troubleshooting attempts browser refresh cache clearing different browser system restart alternative methods example description ✅ good example what cannot process ach payments in billing getting "invalid request" error where payroll dashboard > payroll card > billing tab when started today at 9 am, happens every time i try to who affecting all payroll advisors, customers cannot pay what i tried cleared cache, tried chrome & safari, logged out/im, tried a different customer ❌ poor example billing not working! need help asap! setting urgency levels priority definitions select the appropriate priority based on business impact 🟢 low priority minor inconvenience no work stoppage workaround available affects single user can wait 2 3 days 🟡 medium priority impacts productivity affects small group partial workaround exists should be resolved within 24 hours 🟠 high priority business critical function disrupted affects department operations no workaround available needs resolution same day 🔴 urgent priority system wide outage complete work stoppage customer facing crisis security breach requires immediate attention ⚠️ warning misusing urgency levels delays resolution for truly critical issues additional information to include essential attachments 📌 tip good documentation speeds resolution time include these when applicable screenshots show the exact error or issue video recording demonstrate intermittent problems error logs copy full error messages urls/links specific pages affected examples customer ids, record numbers technical details always provide browser type and version operating system time of occurrence steps to reproduce expected vs actual behavior common mistakes to avoid ❌ don't leave required fields blank use generic titles ("help needed", "error", "not working") submit duplicate tickets mix multiple issues in one ticket forget to attach evidence use urgent for non critical issues ✅ do be specific and detailed include one issue per ticket attach relevant screenshots follow up on existing tickets check known issues first update ticket if resolved ticket submission best practices before submitting search existing tickets check if already reported review documentation consult user guides try basic troubleshooting clear cache, refresh gather information collect all details prepare screenshots capture errors writing your ticket clear subject line summarize in 5 10 words structured description use the 5 w's format accurate priority match business impact complete information fill all fields relevant attachments include evidence after submission note ticket number for reference check email for confirmation monitor status track progress respond promptly to it questions test resolution verify fix works troubleshooting ticket submission common issues cannot access help desk symptoms help button not working or page won't load possible causes pop up blocker active browser compatibility network restrictions session timeout resolution steps disable pop up blocker try different browser check network connection log out and back in ticket not submitting symptoms submit button not working or errors possible causes missing required fields file size too large session expired validation errors resolution steps check all required fields reduce attachment size save description and re login remove special characters alternative support methods if you cannot submit a ticket email it directly use designated support email contact team lead for escalation use chat support it help channel on slack if needed quick support only response time expectations standard response times priority first response resolution target low within 48 hours 3 5 business days medium within 24 hours 1 2 business days high within 4 hours same business day urgent within 1 hour asap 📌 tip response times may vary based on issue complexity and current ticket volume following up on tickets when to follow up no response within expected timeframe additional information to provide issue has changed or escalated workaround found to share how to follow up reply to ticket email keeps history include ticket number in subject line provide new information don't just ask for status update priority if needed if situation changed 📚 quick reference need help with terminology? check our januscrm glossary & acronym index for definitions of all terms used in this documentation questions about permissions? review the user roles & permissions matrix to understand access levels