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Help and support

Opsview Trial users

The following resources are available to Opsview Trial users:

Opsview Core users

The following resources are available to Opsview Core users:

Customers with an Opsview Pro or Enterprise subscription

If you have purchased an Opsview subscription you can raise an incident via our Customer Portal at http://support.opsview.com/.

You will have been emailed your login credentials to the Customer Portal as part of your subscription set-up. To reset your password please visit the Customer Portal login page and follow the link.

The Support Portal home dashboard

Once you have successfully logged in you will be presented with the following screen:

Customer Dashboard

Dashboard tabs

These tabs allow selection between the three main pages

  • Home - where new tickets can be raised and your support entitlement information seen
  • Incidents - list all incidents as per the filter selected
  • Subscriptions - Detailed information on all purchased subscriptions

Subscription information

This area shows your subscription details, how many incidents (tickets) you have available to raise support requests against, and your subscription renewal date. To raise a new incident press the 'Create Incident' button. This will take you into a new page detailed later.

The 'Remaining Incident XX/YY' count shows you have XX incidents left out of a total of YY. The total incident figure shown has been calculated for the length of your subscription period. If you use all your incidents up, you can purchase additional support incidents via your account manager or by emailing sales@opsview.com.

Create new support incident button

Click on this button to raise a new incident against the correct subscription.

Repository Access Key

This key is your unique access key to be able to use the Opsview software repositories - click on the key to get detailed information on how to configure it on your system.

Customer profile page

This page is used to amend your contact details and other settings such as timezone and locale. It is detailed later.

New support incidents

New Incidents

Severity level

Mark the urgency of the ticket most appropriate to your situation. Guidance on the definition for each level can be seen by hovering the mouse over the Severity help icon. As the incident progresses our support engineer may change the level if appropriate.

Your system details

You should fill out your current Opsview version number (if yours is not listed then please use the closest one available), environment (hardware and OS details) and number of hosts. This detail is stored for use for all incidents raised on this subscription, although the version and host count must be completed each time as they can change more often.

Incident type

Mark this incident as a 'Problem', 'Feature Request' or 'Question'

Incident details

The 'subject' should contain a brief overview of the problem, while 'description' should contain as much detail about the issue as possible, such as what page the error is seen on (including the URL) or how the situation arose. The greater the detail you can add here, the quicker our Customer Success engineer can solve your issue!

The incidents dashboard

Incident Dashboard

Incident filter

The incidents tab lists all incidents raised according to the filter used. You are be able to see all incidents that have been raised by anyone within your organization.

Incident detail

incident Details

Incident details

This is the detail of the incident as recorded when it was initially raised.

Add new comment

This button allows you to put more detail onto the incident as required.

Incident comments

A record of all comments added is kept over the history of this incident.

Clicking on either the incident number or subject will take you into the incident details page.

Entitlements dashboard

Support Entitlements Dashboard

View entitlements

This page lists your support entitlements.

My Profile

Customer Profile

This page lists your details. You may change some of the details by clicking on the 'Edit' button, making changes and then clicking 'Save'.

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