Question:
How do I set up and use the support functions for my projects? Answer:
Using Support
There are two ways to provide access to the support front end to your customers:
1. Provide a link or a form on Web pages or Windows programs for customers to register for the support front end and submit/view support tickets. Follow these steps to create a link:
1.1. Select the project that already has support configured and go to the Support tab
1.2. Get the first part of the address for the Project Studio project area and add "/Support/TicketAdd.aspx" at the end. For example, http://demo.projectstudio.com/Support/TicketAdd.aspx.
1.3. Get Project ID and provide it in the link as query parameter: "?ProjectID={nProjectID}"
1.4. The final link should look like: http://demo.projectstudio.com/Support/TicketAdd.aspx?ProjectID=210. For convenience the full link is provided in the Support Ticket URL field.
1.5. To access support from a Web form via the POST method:
Code:<form id='SupportForm' name='SupportForm' method='post' action='{Add Ticket Path}'>
<input type='hidden' name='MODE' value='ADD' />
<input type='hidden' name='ProjectID' value='{nProjectID}' />
<input type='hidden' name='VER' value='{VER}' />
...
...other custom info fields - see 1.9.
...
<input type='submit' name='btnSubmit' value='Support Request' />
</form>
1.6. To access support via Java Script code:
Code:<script language='javascript' type='text/javascript'>
var wndNew = null;
wndNew = window.open('', 'Support');
wndNew.document.open('text/html', 'replace');
wndNew.document.writeln('<html><head><title>Support Request<\/title><\/head><body onload=\'document.forms.SupportForm.submit();\'>');
wndNew.document.writeln('<form id=\'SupportForm\' name=\'SupportForm\' method=\'post\' action=\'{AddTicketPath}\'>');
wndNew.document.writeln('<input type=\'hidden\' name=\'MODE\' value=\'ADD\'> ');
wndNew.document.writeln('<input type=\'hidden\' name=\'ProjectID\' value=\'{nProjectID}\'> ');
wndNew.document.writeln('<input type=\'hidden\' name=\'VER\' value=\'\{VER}\'> ');
...
...other custom info fields - see 1.9.
...
wndNew.document.writeln('<\/form>');
wndNew.document.writeln('<\/body><\/html>');
wndNew.document.close();
wndNew.focus();
</script>
1.7. ASP.NET control access will be provided in the near future
1.8. VB.NET control access will be provided in the near future
1.9. Custom Info Fields – additional information can be received with the support request. Some examples are Version and Registration information. In a future version there will be interface to manage those additional fields.
2. Customers can access the support front end directly (via project area URL/Support, for example http://demo.projectstudio.com/support) after registering with their email. Once registered for support they can see all public projects and add tickets to them. Tickets for private projects can be added only via the custom link (1.4) or when the user has already added ticket to that project.
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