How do I create a Support Ticket?

Is my ticket an incident ticket or a question ticket?

An incident ticket is to be used for when you are unable to carry out an action in Scilife as you normally would or if you receive an error message which prevents you from using the system.

A question ticket is to be used in the case of needing additional information on how something works within Scilife or any other general question that you require more support on.

Creating a ticket

There are three ways to create a ticket for the Scilife Service Desk.

• Use the Help Button in Scilife.
• Submit a ticket in our Support portal.
• Email support@scilife.io

Before creating an incident ticket, (in this case you will select 'having problems?' from the dropdown in the portal), please have all the relevant information to hand and include this on your ticket:

• Environment URL where the issue is being experienced.
• User(s) that is/ are affected by the issue.
• Full screen screenshot of the issue and/or screen recording.
• IDs of the items with the issue or include direct link in Scilife to the item.
• Explanation of the issue you're experiencing

This will help us to ensure your incident ticket gets resolved as quickly and efficiently as possible.

Help Button

1. Click on the Question button within Scilife.
2. Go to Support.
3. Submit a ticket, which will take you to the Support Portal.

Support Portal

1. Click on Submit a Request.
2. Select correct ticket type from the dropdown.
   • For a question ticket select 'Do you have a question?'
   • For an incident ticket select 'Having problems?'
3. Complete the form (this will be different depending on the type of ticket)
4. Submit your request.

Email

Simply send an email to support@scilife.io with all the relevant information depending on the nature of your request.

  Relevant for: Administrators / Managers / Regular Users / Read-Only Users.