Reporting a problem to the Portava team
Send a bug, fault, question or feature request to the Portava team from the Support page, and follow it through to Fixed.
This article is for the administrators who run an organisation's Portava portal.
In short
- Choose Report a problem on the Support page. Your organisation, the page and your browser are included automatically.
- Every request gets an SR- reference and a status: New, In progress, Waiting on you or Fixed.
- Replies appear on the request and go to your email. Answer the email to reply.
When something in the portal is not working, or you want to ask for something, tell the Portava team from inside the portal rather than hunting for an address.
Sending a request
Open Support from your account menu, then choose Report a problem. The form asks for:
- What kind of problem: Bug, Fault, Question or Feature request.
- How urgent: Low, Normal, High or Blocking. Blocking means you cannot do your work until it is fixed.
- A one-line subject and what happened: what you were trying to do, what happened instead, and any error message you saw.
- An optional screenshot, as PNG, JPG or WebP up to 5 MB.
Your organisation, your name and email, the page you came from and your browser are included automatically, and the form shows you exactly what it is adding. Choose Send to the Portava team. You cannot send a request while viewing the portal as a member.
Your reference
Every request is recorded with a reference beginning SR-, and the team uses it in replies. The Support requests tab on the Support page lists everything your organisation has sent, with its status. Open a request to see what you sent, what was captured with it, the screenshot, and the replies.
Statuses
- New: received and not yet picked up.
- In progress: the Portava team is working on it.
- Waiting on you: the team has asked you something and is waiting for your reply.
- Fixed: closed by the team.
The status is brought up to date when you open the page, and within about fifteen minutes otherwise.
Replies
When the Portava team replies, the reply appears on the request and goes to the email address you sent it from. To reply, answer that email; your reply appears on the request too. Notes the team keep for themselves are never shown.
If the button is missing
If support requests are not switched on for your portal, the Support requests tab offers Email Portava support instead. Email support@portava.ai with what happened and the page it happened on, and the team will pick it up from there.