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:

- BI Support - (Power BI): to require support on Power BI platform (issues, change requests)

- Discovery - DAM PIM Support: to require support on DAM-PIM platform (issues, change requests)

- e-Commerce (B2C): to require support on all platforms (OMS, BM, CLOUDTALK, etc) related to e-Commerce (issues, change requests)

- Email and Office (Word, Sharepoint, Teams): to require support on mailboxes, shared mailboxes, distribution lists) or on office suite (Word, Sharepoint, Teams, etc)

- Fashion GPS Support: to require support on Launchmetrics platform (issues, change requests)

- Flex PLM Support (Only product codification):  to require support on FlexPLM platform (issues, change requests)

- Hardware request: to require new IT assets (PCs, mouse, keyboards, headsets, smartphones, etc)

- HyperView - EDOK: to require support on EDOK platform (issues, change requests)

- IT Generic Support: to require general hardware or software support on clients (PCs, printers, etc) or support on every software not included in the other groups

- JOOR Support: to require support on JOOR platform (issues, change requests)

- LMS - Training courses: to require support on Training platform (issues, change requests)

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

- Retail Pro/PRISM/Krunch Support: to require support on all platforms related to the Stores (issues, change requests)

- SAP Support: to require support on SAP system (issues, change requests)

- SLA HT: (DO NOT SELECT - only for IT Department)

- Software Request: to require non-standard software (Adobe package, Kofax, etc)

- Travel Expenses Support: to require support on refund platform

- ZZ_HT_SAP: (DO NOT SELECT - only for IT Department)