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1. What problem do you have

   • Briefly explain what is missing or what is not working as desired.

   • If helpful, you can also attach pictures that describe/illustrate the case/situation well to the ticket.

2. Test or production system?

3. Which warehouse?

4. Could the case/situation be reproduced or is this an isolated case?

   • Also at several workstations?

   • Several customer orders?

5. Since when has the case/situation occurred?

   • E.g. after an update or after a server restart (only for ‘on-premise’ customers)

6. Sample data so that COGLAS can understand the case/situation.

   1. Examples:

      • Article number?

      • Customer order (possibly the affected item)

      • Storage unit?

      • Warehouse number?

   2. In which process does the case/situation occur?

      • Brief explanation of which steps in which menu were used to trigger this situation.

Each key user of a COGLAS WEB WMS installation receives an assigned account to the COGLAS helpdesk. Tickets can only be created and tracked via this account. If you do not have an account, you can also contact us by e-mail at support@coglas.com.

1. Requirement

   • The customer has a registered helpdesk account. The customer has already opened the helpdesk.coglas.com web page for confirmation and the registration was successful.

2. Ticket creation by the customer

   • The ticket is created by the customer. The ticket is distributed once to the organisation.

   • Activate additional ticket notification

     • The author of the ticket always has the notification active. The participant for an organisation must activate their notification for the ticket once. To do this, the ticket must be opened in helpdesk.coglas.com. The ‘Notification’ switch option can be set to ‘off/on’ on the right-hand side. Set ‘Notification = on’.

   • Deactivate additional ticket notifications

     • Open the ticket in helpdesk.coglas.com. Use the ‘Notification’ switch option with ‘off/on’. Set ‘Notification = off’.

3. Ticket creation by COGLAS

   • The ticket is created by a COGLAS support employee. No initial notification is sent to the organisation!

   • The author of the ticket is subsequently adjusted. The first notification for the ticket is sent with the first comment on the ticket. The author does not have to set a notification manually from then on.

   • The organisation participant must manually go to helpdesk.coglas.com and set the ticket once for ‘Notification’.