Using Support

Overview
Submitting a Request
Replying
Browsing a Case
Closing a Case


Overview


The MIRACL Management Console allows you to send a request for technical support from the Console's support page.

When you submit a support request, this opens a Support Case. A Support Case is all the exchange of messages that takes place between you and the MIRACL support staff on a particular support request. The Support Case will allow further contribution of messages from both sides until you close the Case. Each Support Case has a unique identifying number assigned to it for easy identification and reference.

Each Support Case has a status indicating whether the issue reported in the request has been solved and whether a reply is currently expected and from whom (you or the support staff). The Support Case statuses are (in the order in which they are typically assigned to a Case):

  • New – status automatically assigned to the Support Case when you submit your support request. The Case stays in that status until assigned to a support agent, at which the status changes to Open (After the support staff replies, the status could remain Open, or become Pending, or Solved.)
  • Open – this status means that the support staff is working on your request and you should expect an update from them.
  • Pending – status indicating that the support staff has requested more information from you about the Case. The Pending status means "the user's response is pending", in other words, it is your turn now to take action and either reply or close the Case.
  • Solved – status assigned by technical support after you acknowledge that the issue has been solved.
  • Closed – the final status of the Support Case. Once this status is assigned, no further exchange on this Case is possible. The Closed status is assigned by you either after the Case becomes Solved or at any point of the communication exchange in which you decide that the Case is no longer topical.

The communication exchange on a Support Case goes as follows:

  1. You create a new support request and submit it. At that, a new Support Case with status New is created.

  2. The support request gets assigned to a support agent. At that, the status of the Support Case changes to Open.

  3. The MIRACL technical support staff replies to the request. If the support staff needs to continue to work on your Case, the status remains Open, and you should expect an update from them. If the staff requests more information from you and is expecting a reply from you, they set the status to Pending.

  4. You reply to a Case with Pending status by either acknowledging that the Case has been solved or by initiating another round in the support process. At that, an update from the support staff is expected so the status of the Support Case is set to Open again.

  5. Depending on your reply, the technical support staff either changes the status of the Support Case to Solved or replies to the request . The latter option takes the process back to step 3.

  6. You close the Support Case. The status of the Support Case is now Closed: the Case can only be read and no new messages can be submitted within this Case by both sides. (If you still need to communicate with technical support on this Case, you will have to open a new Case and refer the ID number of the closed Case in it.)

Submitting a Request


To submit a support request:

  1. Log in to the MIRACL Management Console either from its login page or from the M-Pin Connect service. If you have already logged in to the Console following a direct link from the product interface, log out and then go to the login page of the Console or M-Pin Connect and log in from there.

  2. (Conditional step if you have multiple products/instances). In the MIRACL Management Console, switch to the product for which you want to submit a support request.
  3. In the MIRACL Management Console, visit the Support page.
  4. On the Support page, click on the Open a New Case link. The New support ticket page opens.
  5. In the Description field, explain your issue, summarize it in the Subject field, and select a priority from the drop-down.

  6. Click on the Submit Ticket button. This will send out the request and display the newly created case in detail view. You can now select any navigation option to proceed. If you select the Support option again (as in step 3), you will see your newly created Support Case listed there.

Replying


The MIRACL support staff will be awaiting a response from you if the status of a Support Case is Pending, but you can submit a message at any other time, too, if necessary. You can submit messages on a case as long as the case is not closed.

If you have multiple MIRACL products or instances of the same product, ensure the currently displayed product / instance in the MIRACL Management Console is the one you want to work with.

To submit a reply in a Support Case:

  1. In the MIRACL Management Console, view the Support Case in Detail view.

  2. At the bottom of the Support Case's page, in the Post new reply field, type your message and then click on the Submit Response button. This will submit your reply and display it as the last message in the thread.

Browsing a Case


If you have multiple MIRACL products or instances of the same product, ensure the currently displayed product / instance in the MIRACL Management Console is the one you want to work with.

To access and view the details of a Support Case:

  1. In the MIRACL Management Console, visit the Support page.
  2. On the Support page, find and select the Case you want to view. The Case opens in Detail view. If the Case is not Closed, the Detail view provides a form for writing a reply (at the bottom of the page).

Closing a Case


Closing a Support Case means changing its status to Closed. Closing a Case prevents any further exchange of messages between you and MIRACL support staff on that Case. You need to close a Case once it becomes Solved or when the issue described in the Case is no longer relevant.

If you have multiple MIRACL instances of the same product, ensure the currently displayed product / instance in the MIRACL Management Console is the one you want to work with.

To close a Support Case:

  1. In the MIRACL Management Console, access the Support Case in Detail view.

  2. On the Support Case's page, click on the Close Ticket button. This will close the Case and the reply form will no longer be available for it.