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.

  1. Sign in to Staffology HR.

  2. Select the question mark icon in the top right of the menu.

  3. Select Support System.

  4. Sign in to the portal using your credentials.

  5. Select Assets (Products) in the top navigation bar.

    A list of assets (products) you have with us displays.

  6. Select the asset (product) for which you want to raise a case.

  7. Go to the Create Case section. You may need to scroll down the page for the section to display.

  8. Select the Case Type from the dropdown.

    • Incident – a disruption to expected service.

    • Create a service request: a request for information or advice.

  9. Select the Priority from the list.

    Choosing the appropriate prioritisation helps us triage cases, and ensures that you receive the right service.

    • P1 : System unusable, critical impact on business operations.

      All P1 cases must be raised via phone or chat.

    • P2 : Serious issue preventing key operations; time sensitive issue.

    • P3: Key operations are impaired, no known workaround.

    • P4 : Operations are impaired but can be worked around.

    • P5 : Cosmetic issue. Cases requiring your attention.

  10. Enter the Product Version Number (optional).

  11. Select the Category from the list (options are dependent on the asset selected).

  12. 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”.

  13. Provide detailed information about the case in the Case Description.

  14. Select Submit.

  15. After submitting, select Upload Files to add documents supporting your case.

    • You can drag and drop files.

      or

    • 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.