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Polarion Customer Self Service Portal - how to use it

by Dreamer on ‎05-09-2011 04:25 PM

Polarion's Self Service PortalThe Polarion Customer Self Service Portal (SSP) offers our customers a comfortable and traceable overview of their support cases as well as access to a growing knowledge base. Here is a brief introduction into the simple usage of the SSP: Login: Your login information will be sent to you via email once your account has been activated for the SSP. The URL to access the Self Service Portal is: http://support.polarion.com/sserv When you access the SSP the first time, you will be asked to change the auto-generated initial password.

What you can do with the Self-Service Portal

On the “Home” screen you will see a list of any open support cases connected to your account. The “Find Solution” tab lets you search our knowledgebase for common solutions and best practices (you can click a category to see all solutions in this category) “Log a case“: To log a new support case, please enter a subject and a detailed description of your problem. This method is an alternative way to send a message to support@polarion.com via email and will be treated in the same way. If you submit a case via email, it will show up in the SSP as well, once it arrives in our system. “View Cases” gives you access to the full list of your open as well as closed cases. When viewing a case, the “related activities” link will show you the full correspondence with Polarion Support regarding this matter. Please note: once a case is closed there will be no further process regarding this case from our side – the case might be reopened, when new activity (like another email) comes to the case.