Provar Support Process

Introduction

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

Use the following links to navigate to the relevant section:

Accessing Support

When you sign up to Provar, you will be sent a welcome email containing your new Provar account details. Your Provar account will give you access to all support features, including the Service Desk to raise support tickets, Downloads and Release Notes to browse and download new versions, and the Provar Product Roadmap to see what the development team has planned.

Each member of your team will have their own Provar account, but a single Service Desk project will be created for you to manage your company’s cases. Provar uses Service Desk from Atlassian to track support cases.

All these features can be accessed from our Support page.

Logging In

Once you have your Provar account details, you can log in by visiting the Support page.

If you don’t see your user details under User Profile, this means you’re not yet logged in. Click the ‘Log In’ link:

Then follow the on-screen instructions.

Once you’re logged in, you’ll see an updated Support page with your user details under User Profile:

You can also access Service Desk, Roadmap or Downloads by clicking the links on the respective panels.

Raising Cases in Service Desk

To raise a case in Service Desk:

Step 1: Go to the Support page and check that you are logged in. You should be able to see your user details under User Profile:

If you are not logged in, log in now.

Step 2: Once logged in, click the ‘Visit Service Desk’ link on the Service Desk panel to go into Service Desk:

Step 3: Once in Service Desk, click the Provar Support link:

Step 4: Fill out the information in the form:

Step 5: 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 6: Click ‘Create’ to confirm the information. A confirmation email will be sent to you and to any other team members on your project.

Raising Cases by Email

Before raising a case by email, you will need to know your project name as it is set up in Service Desk.

To find out your project name:

Step 1: Go to the Support page and check that you are logged in. You should be able to see your user details under User Profile:

If you are not logged in, log in now.

Step 2: Once logged in, click the ‘Visit Service Desk’ link on the Service Desk panel to go into Service Desk:

Step 3: Once in Service Desk, click on the project name to see it in full:

Step 4: Then copy the project name to your clipboard, e.g. SampleServiceDeskMiniOrange_Support:

Your email address for raising a case will be projectname@provartesting.atlassian.net, where projectname is the project name you gathered by following the steps above. In this example, the email address is SampleServiceDeskMiniOrange_Support@provartesting.atlassian.net.

Once you have your project email address, We recommend saving this on your machine or in your email client for future use.

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, 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 the project email address gathered 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.

Raising Cases in Provar

On Provar Versions 1.8.11 and later, you can raise a support case from within Provar. Please note that we’re currently making updates to this feature to make it compatible with Single Sign-On. If you were using Service Desk before the launch of Single Sign-On, you can keep using this feature by entering your pre-SSO account details in the Service Desk Configuration (see below).

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.

2017-06-30T11:07:52+00:00

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