Provar Support Process

Introduction

This page describes how to access Provar’s Service Desk and how to create and monitor support cases.

Use the following links to navigate to the relevant section:

Accessing Service Desk

Provar uses Service Desk from Atlassian to track support cases.

When you sign up to Provar, you will be sent a welcome email from Service Desk containing your login details and inviting you to log in. A single login will be provided per company.

A new project will also be created in Service Desk to manage your company’s cases. The welcome email will contain the name of this project. You will need to know your project name when raising support cases by email.

Raising Cases in Provar

On Provar Versions 8.11 and later, you can raise a support case from within Provar.

To raise a Case in Provar:

Step 1: In Provar Desktop, click ‘File’ > ‘Report bug or enhancement’:

Step 2: Fill out the information in the form:

If you are using this feature for the first time, click the ‘Service Desk Configuration’ button and provide the email address and password that you use to log into Service Desk.

Step 3: Make sure that the ‘Attach Log file’ checkbox is ticked. This will send Provar Support your current project log file for reference while investigating your case.

Step 4: Make sure that the ‘Attach Project’ checkbox is ticked. This will automatically zip and send Provar Support your full Provar project.

Step 5: If it is relevant to your issue, select a Test Run Report.

Step 6: Click ‘OK’. You should receive a confirmation message:

You should also receive an email confirming the details of the case you have raised.

Raising Cases in Service Desk

You can raise a support case via email or by logging into Service Desk.

To raise a case in Service Desk:

Step 1: Log into Service Desk and click the Provar Support link:

Step 2: Fill out the information in the form:

Step 3: Attach relevant files in the ‘Attachment’ section, in particular a zip file of your Provar project. This will often be required by Provar Support while they investigate your case.

Step 4: Click ‘Create’ to confirm the information.

Raising Cases by Email

You can raise a support case by email or by logging into Service Desk.

To raise a case by email:

  1. Compose an email describing the issue in as much detail as possible, including any steps required to recreate the issue
  2. Include any relevant attachments against the email, in particular a zip file of your Provar project. This will often be required by Provar Support while they investigate your case
  3. Send the email to yourprojectname_support@provartesting.atlassian.net, where yourprojectname is replaced by the project name provided in your welcome email (see Accessing Service Desk above)

Tracking Cases

Click ‘Requests’ in the top-right corner of Service Desk to view all your current support cases.

This provides a list of all your support cases with summary information and their current status. Click into any support case to see the full case details.

Profile Management

To view and amend your user profile in Service Desk, click on the user image in the top-right corner and then select ‘Profile’:

Here you can view and change your user information, including time-zone, as well as perform actions such as password resets.

2017-05-12T11:34:43+00:00

Leave A Comment