How To Use Plutora’s Support

Use this knowledge base to answer your questions about Plutora and Plutora Test. If you would like further support, electronic help desk and ticketing support services, and the Plutora Community Help Forums, are available twenty-four hours per day, seven days a week.

Support Tickets

Users can raise support tickets in the support site if they are experiencing a problem with Plutora’s modules.

To raise a support ticket in the Support Site:

  1. Open the following link in your browser:
    https://support.plutora.com/hc/en-us/requests/new?request=true
  2. Type your email address. (Mandatory field.)
  3. Type the subject of your query. (Mandatory field.)
  4. Type the description of your query. (Mandatory field.)
  5. Select Support Request from the Support Request or Feature Request drop-down menu.
    New feature requests should now be raised in the Plutora Community Help Forums.
  6. Select a severity from the Severity drop-down menu:
    1. Sev 1: Critical Impact – Total inability to perform the normal operations of an application.
    2. Sev 2: Serious Impact – Severely restricted use of an application. High severity problems are potential critical severity problems.
    3. Sev 3: Local Impact – Important to the use of an application, but not vital enough that it be resolved immediately.
    4. Sev 4: Minor – Not crucial to the overall operation or use of an application.
  7. Select a priority from the Priority drop-down menu:
    1. Low: Not crucial to overall operations.
    2. Normal:Ticket is important, but does not need to be resolved immediately.
    3. High: Operations will be severely restricted until ticket is fixed.
    4. Urgent: Showstopper. Inability to perform normal operations until the ticket is fixed.
  8. Manage attachments:
    1. Add attachments: Click Add file or drag and drop files into the attachments area.
    2. Click the gray X to delete an attached file.
  9. Click Submit.

 

To view your support tickets:

  1. Log into the Support Site by opening the following link in your browser:
    Sign into Plutora Support.
  2. Open the following link in your browser:
    View Plutora Support.

 

 

New Feature Requests

Users can raise new feature requests in the Plutora Community Help Forums, where other users can see them and rate them. The higher the rating, the more likely Plutora will develop the new feature request.

New feature requests can also be sponsored to speed up their development. Talk to your solution consultant for more information.

To log into the Plutora Community Help Forums:

  1. Open the following link in your browser:
    http://help.plutora.com/forums/
  2. Click Log in or register in the top right corner.
  3. To create an account:
    1. To login without Google+:
      1. Type your username or email.
      2. Type your password.
      3. Click Sign in.
    2. To login with Google+:
      1. Type your Google+ email address and password (if you are not already logged into Google+).
      2. Click Allow.

 

 

To raise a new feature request:

  1. Click + Ask a question in the top left corner.
  2. Type your Question.
  3. Select Plutora Feature Requests from the Select a Category drop-down menu.
  4. Type your question.
  5. Type New in Press enter to add a new tag and select the Plutora New Feature Request tag.

 

To view your new feature requests:

  1. Open the following link in your browser:
    http://help.plutora.com/forums/
  2. Log into the forums (see above).
  3.  Select User Profile from the user menu (top right corner, user’s name).
    Forums user menu
    All the user’s requests and questions are listed under the Questions tab.

 

To rate other user’s new feature requests:

Users cannot rate the new feature requests that they have submitted.

  1. Open the following link in your browser:
    http://help.plutora.com/forums/
  2. Log into the forums (see above).
  3. Browse or search for a new feature request.
  4. Open the request by clicking the title.
  5. Vote the request up or down by clicking the voting form.
    Forum voting form

Back to the top arrow

Was this article helpful?

1 found this helpful.