Reach out to Customer Support

Need help? Just reach out to the SCALAR Customer Support team using the Support app. You can post questions, submit a case to report technical issues, and view and track the progress of your case.

Create and submit a case #

You can report a case from the Cases page.

1. In the Support module > click Cases . The Cases page is displayed.
2. Click Add New Case. The Create Case dialog is displayed.



3. Enter information in the various fields as described in this table, and then click Submit.
   

A confirmation message is displayed indicating that the case is created and a notification email is sent to the creator of the case. The Case summary section is displayed containing the case number that you can use to follow up on your case.




NOTE:

The Support team will reach out to you if they have queries. You can track the progress of your case on the Cases page.

View cases #

In the Support module, from the left navigation pane > click Cases . The Case window is displayed listing the cases logged by you.

Available columns

Column	Description
Ticket Id	Unique ID generated after a case is submitted, which can be used to track the progress. Click the arrow keys to sort the ticket IDs in ascending or descending order.
Priority	Current priority level. This is a read only field: the Support team will determine the priority. After you submit a case, the priority is 0 by default until it is assigned to the Customer Support Executive who will review the case details and set the priority level.
Date Opened	Date stamp of when the case was reported.
Subject	Subject line for the case that provides the context and summarization of the query or technical issue.
Contact Name	Logged-in user name who has reported the case.
Status	Resolution status The resolution status is set to ‘New’ if a case is unassigned and yet to be investigated.
Forecasted Time of Resolution	Estimated date when the case will be resolved.

Export cases #

You can export your reported cases.

On the Cases page, click Export. The cases are exported to a .csv file.

Filter cases #

Filter cases to narrow search results based on the case resolution status, time period during which it was reported, and the forecasted time of resolution on the Cases page using the Filters option.

1. To open the filter pane, on the Cases page > click Filters. The Filters pane is displayed.



This image is a continuation of the Filter pane.



2. Select the required options from the Cases, Status, Date Opened, and Forecasted Time of Resolution sections. The case records that fulfill the criteria are listed in the cases data grid.

Search a case #

You can search a case on the Cases page using the Search feature.

In the Search box, enter the required information. Records matching the search criteria are listed.

View, track, and edit case details #

After submitting a case, you can track its progress, chat with the Customer Support team by using the communication panel, and close the case.

On the Cases page, click the Ticket Id link. The case information section is displayed on the Details tab.

Chat with Customer Support #

While following up on a case, you can chat with Customer Support by entering comments in the Write a comment box in the communication panel. You can also view the message trail for reference.

Attach multiple files #

You can upload multiple files from the Attachments tab subject to a maximum of 10.

1. On the case information page, click the Attachments tab.



2. Click View All. The Attachments page is displayed.
NOTE:

Click the down arrow key to view the different file operations that you can perform, such as download, view file details, and upload new version.



3. Click Upload Files to browse and select a file. The file is uploaded and listed on the Attachments page.

Close a case #

After a case is resolved, you can mark it as closed.

On the case information page, click Mark Case as Closed. An acknowledgement message is displayed confirming that the case is closed. The updated status is reflected on the Cases page.

Determine availability of SCALAR support services #

You can verify the availablity status of the SCALAR services on the SCALAR Status page.
In the Support module > click SCALAR Status.