OPEN A TICKET

After you successfully have login into your account you will see this page:

You have to click on “New Support Ticket”, then you will see the following screen:

The red dotted fields are the mandatory fields:

  1. The first one, User, will be auto populated by the system with your email.
  2. The Subject fields will be like the one you have when you are writing an email.
  3. The Type is expecially useful when you have to send a Change/Feature request, like adding settings to a program or making changes to existing program settings.
  4. The Priority will tell us how urgent the matter is, please be as objective as you can in evaluating the urgency of the matter.
  5. The Group field is very important because it will focus the attention to a specific group of people and will help speed up the resolution. Try not to be generic. Please refer to "Group description" below.
  6. The Description, as the name implies, need to be populated with the description of the problem or request that you need, be as precise as you can and don’t be afraid to write down more, every word will help us find a solution.


Golden Rules: you can only respond and change tickets on the web panel, not responding to the emails that you received


Group description:

- Power BI: to require support on Power BI platform

- DAM PIM (Discovery): to require support on DAM-PIM platform

- e-Commerce: to require support on all platforms (OMS, BM, CloudTalk, etc)

- Fashion GPS: to require support on Launchmetrics platform

- PLM (Flex):  to require support on FlexPLM platform

- EDOK (HyperView): to require support on EDOK platform

- IT Service Desk: to require general hardware or software support on clients (PCs, printers, smartphones, Office 365 apps, etc) or support on every software not included in the other groups

- JOOR: to require support on JOOR platform

- Online Training courses (LMS): to require support on e-Learning platform

- New Starters / Leavers: to require to enable userIDs for new hires (please attached specific form) or disable userIDs for leavers

- PRISM/Krunch: to require support on all platforms related to the Stores

- SAP: to require support on SAP system

- Travel Expenses Tool: to require support on travel expenses platform