How to use Virtual Trader Support
Posted by Richard Hawker, Last modified by Kelvin Hill on 20 November 2019 04:59 PM

Getting Started

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 is accessed from the Virtual Trader homepage under https://www.virtualtrader.com/support/. Click the Login button 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 and its software.

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 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 Submit a Ticket, 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, select All Production Support. If the issue relates to a problem with a pre-production environment, such as an issue on development or test instance, select Project Work. Ideas/Future Planning is for use in submitting ideas for improving Virtual Trader. After choosing the department, click Next.

The ticket details form shown below must be completed in as much detail as possible to ensure a timely 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, click the Submit button to complete the process.

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