Hi All,
This issue has now been resolved. Responding to tickets via email is working correctly.
The issue related to a variety of 'factors' which mean the support desk suspends tickets, or comments to tickets, due to different scenarios related to the verification of the user or the organisation.
In future, customers should be aware:
a) That institutions who have not yet completed their implementation project will not have been setup on the support system (part of the hand-over process for your live tenancy). Customers who are implementing should therefore always raise any support queries within Basecamp, as mailing support can result in a ticket/comments being rejected.
b) Upon registering for support, users will receive an email verification. If this link is not taken and the account verified, comments will also be rejected until verification takes place. You can manage your profile and emails by clicking on your user name on the support website (top-right).
In order to reduce instances of these problems occurring in future, we will be adding additional reporting to alert support staff where tickets/comments may have been rejected so we can contact those users directly.
Thanks
Ian
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