Description: In this topic you will learn how a superuser can submit a support ticket to DCI. Submit a support ticket if the superuser is unable to resolve the question or issue by accessing the resources in the DCI Help Center. A support ticket may also be submitted to request services or new features. Follow the steps below to submit a ticket to the DCI Support Team. Login credentials for Help Center are required to submit a support ticket to the DCI Support Team. If you do not have login credentials, contact your DCI Account Manager for assistance.

*Please note: If at any time your issue or question requires immediate attention, contact your DCI Account Manager.

Role Required: Superuser

Permission Required: N/A

  1. Navigate to the DCI Help Center by clicking Help in the upper right hand corner of the main menu on the DCI Home screen
  2. Click Submit a Request
  3. The sign in page will open up, enter your Help Center credentials and select Sign in
    1. The Help Center credentials are different than your DCI Portal credentials
  4. For issues or questions, complete the form as follows:
    1. Subject: Provide a short description of your issue. For example: “John Smith unable to use Client Transportation.”
    2. Description: Provide a detailed description of your issue, including:
      1. The precise steps taken that resulted in the issue you’re experiencing (in other words, the steps to recreate the issue).
      2. Any associated entry IDs
      3. The User Interface (Web Portal, Mobile Web, or Mobile App)
      4. The device type, operating system, app version and/or browser
    3. Your Name: Enter the name of the person submitting the ticket
    4. Requested Completion Date
    5. Page URL: Copy and paste the URL from the page at which the issue occurred. Please do not use this field for taking storing screenshots that contain confidential information, use the attachments field for this purpose.
    6. Attachments: Attach any relevant files. For screenshots, copy into another file, such as a Word document, and add as an attachment.
  5. For new feature requests or services, complete the form as follows :
    1. Your Name: Enter the name of the person submitting the ticket
    2. Subject: Enter Feature Request followed by a short description of what you are requesting. For example: Feature Request: Add pink button to home page.
    3. Description: Provide a detailed description of the feature you are requesting, including:
      1. The problem you are trying to solve with this new feature
      2. How the system works today versus how you want it to work
      3. One or two specific examples of what this feature would look like in your operational workflow
    4. Your Name: Enter the name of the person submitting the ticket
    5. Requested Completion Date
    6. Page URL: Optionally, copy and paste the URL for the page the request is for. Please do not use this field for taking storing screenshots that contain confidential information, use the attachments field for this purpose.
    7. Attachments: If you have any supporting documentation that would help us to understand your request, please add it here. Examples may include:
      1. Mock-ups of what you would like the system to look like
      2. A file outside of DCI used for the same task you’re requesting to be able to do in DCI
      3. Screenshots of another system that does something similar.
  6. Click Submit in the bottom right hand corner. A member of the DCI Support Team will be in touch soon!
  7. To view the status of your open tickets, click on your name in the upper right hand corner of the screen, and click My Activities
    1. By clicking on your name, you can also edit your profile, change your password, or sign out