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Jira is an established issue tracking product that provides bug tracking, issue tracking, and project management functions.  Chase uses Jira to log Support tickets.   

Chase allows Users to log tickets, but does depend on the User's rights.  You can restrict who can log issues with Chase and minimise the same errors being sent to the Support Centre.  The issue can be logged even if you have a document that you are working on.

Find out how to:

Step-by-step guide

Assigning access rights to Jira

  1. Click the Access Rights group on the Configuration tree.

  2. Click the Buttons item.

    The Menu Buttons screen appears.

  3. Select the relevant User right from the Can View field against the Support Button.

    By default, the Can View field will be set to Guest (G).

  4. Click the Save button once your changes have been made.

Logging an issue

Users can log issues while they are busy working on a document, as well as from the Configuration screen.

  1. Click the Log Issue button on the breadcrumb bar.

    The Jira Create Issue dialog appears. The Name of the logged-in user will automatically be populated in the window. 

  2. Enter a short summary of the issue in the Summary field.

  3. Enter more details about the issue in the Description field. 

    Click the Choose Files button to attach external files, such as screenshots, to the ticket.

  4. Once all the information has been added, click the Submit button.

    After clicking Submit, a message pops up notifying you that a ticket has been successfully created in Jira and sent to the Chase Support Centre.

    To view the ticket that was created, you can click the ticket number link on the message.

    The ticket will open in the Support Portal.

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