In order to resolve issues with the Wolfpack services, you should raise a support ticket via our Support Portal. The information in the ticket will help our support team to investigate and solve the ticket. Please be aware of the quality of the input, because the better and more detailed the information, the quicker the team can resolve the issue.
...
To log your tickets via our Support Portal, you should have access. Please send an e-mail to get access, or ask your Project Manager.
Access Support Portal
...
picture 1: Support Portal entry page
If you are logged in you will get to the ‘Welcome’ page. Here you can access general info pages which are categorized on the different areas of Wolfpack Omnichannel Retail Platform (ORP).
...
At first you will get this page:
...
picture 2: First step of reporting an incident
First - you can log a ticket on your own name or On behalf of someone within your organization (most likely you want your own name).
Then type a short Description, which is the header of the issue (you will be able to add a short summary later). Based on your description you will get some suggestions for a help article(s). You can select this article to read more and that could possibly even solve your issue before logging a ticket!
TIP: In ORP you have one or many Scopes withing your organization. If you know the Scope on which the ticket is applicable, please use the SCOPEID as prefix of the Description. This will help out in the process of resolving the issue. If the issue is applicable for all the Scopes all and you have more than one scope, please use the prefix ALL.
Lastly select the Priority. Consider the different levels:
...
* NOTE: The support manager may revise the Priority level based on the complete overview and share information. If this raises any conflicts with your planning/motivation, please address this to the support manager by e-mail.
...
After you saved the ticket, you will get an overview of the ticket. If you want to add additional information, you can put this in the comment section. If you wish to receive email updates on this ticket, ensure Notifications on the right is set to “ON”.
...