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The priority level of a ticket is set by the support agent based on the criticality of the issue reported by the customer and is used to determine what your response time will be.

To evaluate the severity of the issue reported, we take into account the following factors:

1. Business impact
2. Work outage
3. Type of request
4. Number and type of users affected
5. Environment affected (Production/UAT)

Priority 1 - Urgent

• Applies to Production system only
• Critical business impact, all users are impacted
• Complete loss of service, the production system is down or inaccessible

Priority 2 - High

• Applies to both Production and UAT systems
• The system is up and running, but a critical loss of application functionality or performance resulting in a high number of users unable to perform their normal activities
• Inconvenient workaround or no workaround exists

Priority 3 - Normal

• Applies to both Production and UAT systems
• Partial non-critical functionality loss and the issue has no significant effect on the usability of the application, configuration change
• A workaround exists

Priority 4 - Low

• Applies to both Production and UAT systems
• Minor loss of application functionality, product feature requests, enhancement requests, how-to questions.

You can set the business impact of a ticket when submitting your request via our Help Center web form (requires login). This field enable you to provide us with more granularity between different requests within the same given priority level and thus helps us to further refine and prioritize your tickets. 

Inova reserves the right to adjust the priority level at any time if we believe the classification was incorrect or if the business impact should change in the meantime.

Our support team does his best to resolve your issues in the most efficient manner and within the shortest time possible.

In order to help them, here are below some best practices for submitting your request.

First, please search our Knowledge Base

The answer to your question might already be in our Knowledge Base. So it’s really worthwhile doing a quick search before creating a new ticket.

To do so, you can use the search bar or browse the themes. Please find more information here.

This is the fastest way to find a solution to your problem and you’ll feel a great satisfaction to have been able to fix your problem yourself.

Submit only one issue per ticket

Please, try to submit only one issue per ticket.

This way, we can focus on one question at a time to ensure we are providing the best answer possible.

This also helps us to assign your issue to the right person.

Do not submit multiple tickets for the same issue

If you submit multiple tickets for the same issue, this will slow us down in resolving your bug.

Indeed, this will compel us to lose valuable time to check all your tickets to gather all the information and then to eliminate duplicates before we can focus on solving your problem.

So please, if you have additional information to communicate to us, add a comment to the ticket you already created for this issue. This way, we will have all the pertinent information in one ticket.

Choose a clear and concise ticket / email subject

When creating a ticket or sending an email to support@inova-software.com, please make sure the subject describes the problem clearly and concisely.

This is the first thing we read when a new ticket is created. So, if you provide a good subject, this will help us to sort, prioritize and assign your ticket to the appropriate person easily and quickly.

Gather and communicate all you know about the problem you encounter

If you have already tried doing something to fix your issue, please tell us.

This way, we will be able to not waste your time by directly providing you solutions that you have not yet tried.

Taking screenshots

A screenshot is worth a thousand words and is very helpful to show us the problem you encounter.

This often provides us precious information and prevents misunderstandings regarding the page you are referring to.

When should you file a bug report?

The answer to your question might already be in our Knowledge Base. So please do a quick search before creating a new ticket.

If you still cannot find the answer to your question, it's time to open a support ticket for assistance!

You have two options to do so:

1. Send us an email at support@inova-software.com, a ticket will be then automatically created.
2. Submit a request from the Help Center ticket form (login to the Help Center is required in this case).

To help us resolve your ticket as quickly as possible, please don't forget to kindly read our best practices for submitting requests to support.

How to report a bug via a ticket form?

1. Click the "Submit a request" button at the lower section of the page.
2. Product - First select the product for which you want to submit a request, and then define the issue you are having by choosing a predefined category.
   Choose the "Technical Issue" category if you don't know which one to select or if none of them seems to match your need. The Support agent in charge of your request will then re-categorize your ticket if necessary. 
3. Type - 
   • Report a bug
   • Question
   • Improvement Request
   • Task
4. Subject - Add a brief one line description of the issue.
5. Description - Enter a detailed description of the issue. 
6. Step to reproduce - Provide the steps you followed to reach the bug. This will help our developers to reproduce the bug easily on their development environment.
7. Business Impact - Use this field to provide us with more granularity between different requests within the same given priority level and help us further refine and prioritize your tickets.  
   • Critical - System down or inaccessible
   • Major - Major disruption to work
   • Moderate - Minor disruption to works
   • Limited - Can still perform daily tasks
8. Browser(s) - 
9. Attachments - Please don't hesitate attach files (screenshots, videos, logs), especially if the bug is hard to describe or to reproduce.
10. Click on Submit to send your request.

While typing a subject, a list of suggested articles will appear. You can click one of these articles to check if it answers your question.

Refer to this article to know how to follow your ticket along the resolution workflow.