Once you have successfully registered for support and been notified of your login details, this guide will help you to work with the VT support portal. The portal provides users with access to the Virtual Trader Knowledge Base and allows access to raise support tickets.
Accessing the Portal
The Virtual Trader Support Portal should be accessed from the Virtual Trader homepage under http://virtualtrader.net/support/. Click on the link to Support System Login and sign-in using your login credentials.
Your Support Homepage
Once you have logged in, you will be presented with the support homepage. This provides links to search the knowledge base, view existing tickets, submit new tickets or access news about changes to Virtual Trader.
Searching the Knowledge Base
The portal provides an extensive knowledge base of answers to common questions, user guides and self-help documentation. It is highly recommended that before submitting a new ticket, a support user should first search the knowledge base for relevant content that may well provide the answer to the issue encountered. To search the knowledge base, simply type in the key terms into the search bar (in the middle of the portal homepage window), and click search.
Clicking on the heading of the relevant result will then take you to the detailed content.
Raising a Support Ticket
If after reviewing the knowledge base, you have been unable to find the answer to your issue, you may then decide to raise a ticket. To do this, click on the Submit a Ticket button which will take you into the following screen.
The first stage of submitting a ticket is to specify the type (department) of ticket being raised. For any production issue, choose All Production Support. If the issue relates to a problem with a pre-production environment, such as an issue on development or test instance, then choose Project Work. Ideas/future Planning is for use in submitting ideas for improving Virtual Trader and the Request Downloads Password should be used when access to password enabled content is required. After choosing the department, click Next.
The ticket details form shown below must be completed in as much detail as possible to ensure the quickest resolution of your issue. The Priority should be set to a realistic value for the issue and business impact of the problem you are facing. Where possible, it is recommended that you provide a screenshot upload file showing details of the problem using the Add File button at the bottom of the window. Additionally, if the problem has been replicated in a pre-production instance, details of source and transaction references that can be investigated should also be supplied.
Once you have completed the ticket details, please click on the Submit button to complete the process.