Create and submit a support ticket
Prefer to watch or listen to the steps detailing how to raise a support ticket? Refer to the IRIS Service Community Help Centre.
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Sign in to IRIS HR Professional.
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Select the question mark icon in the top right of the menu.
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Select Support System.
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Sign in to the portal using your credentials.
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Select Assets (Products) in the top navigation bar.
A list of assets (products) you have with us displays.
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Select the asset (product) for which you want to raise a case.
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Go to the Create Case section. You may need to scroll down the page for the section to display.
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Select the Case Type from the dropdown.
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Incident – a disruption to expected service.
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Create a service request: a request for information or advice.
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Select the Priority from the list.
Choosing the appropriate prioritisation helps us triage cases, and ensures that you receive the right service.
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P1 : System unusable, critical impact on business operations.
All P1 cases must be raised via phone or chat.
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P2 : Serious issue preventing key operations; time sensitive issue.
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P3: Key operations are impaired, no known workaround.
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P4 : Operations are impaired but can be worked around.
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P5 : Cosmetic issue. Cases requiring your attention.
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Enter the Product Version Number (optional).
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Select the Category from the list (options are dependent on the asset selected).
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Enter a Case Subject.This is a short description of the issue you are facing.
For example, “Error 1452 when saving a new employee record” or “Help with creating a new user in administration”.
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Provide detailed information about the case in the Case Description.
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Select Submit.
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After submitting, select Upload Files to add documents supporting your case.
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You can drag and drop files.
or
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Select Not Required if you do not wish to upload any files.
In line with GDPR, do not upload any documents containing personally identifiable information.
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