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Please submit a detailed description of your request. You can also revise and track your ticket again later.

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Here you can find the status and comments on your tickets as well as the history of all previous support requests.

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Ticket Guideline

Reference

The more information you provide us directly, the faster/better we can help you.
  1. What problem do you have
    • Brief explanation of what you are missing or what is not working as desired.
    • If helpful, you can also attach pictures to the ticket that describe the case/situation well.
  2. Test or productive system?
  3. Which Warehouse?
  4. Could the case/situation be replicated or is this an individual case?
    • Also at multiple workstations?
    • Multiple customer orders?
  5. Since when does the case/situation appear?
    • E.g. after an update or after a server restart (this only for “On-Premise” customers)
  6. Example data so COGLAS can understand the case/situation.
    1. Examples:
      • Article number?
      • Customer order (the position concerned, if applicable)
      • Storage unit?
      • Warehouse number?
    2. In which process does the case/situation appear?
      • Short explanation, in which menu you have pressed which steps that causes this situation.

Each key user of a COGLAS WEB WMS installation gets an assigned account to the COGLAS helpdesk. Tickets can only be created and tracked through this account. If you do not have an account, you can also contact us via email at support@coglas.com.

1. Prerequisite strong,
The customer has a registered helpdesk account. The customer has already opened the web page to the helpdesk.coglas.com for confirmation and the registration was successful.

2. ticket creation by the customerstrong,
The ticket creation is done by the customer. The ticket is distributed once to the organization.

2.1 Enable further ticket notificationstrong,
The author of the ticket always has the notification active. The participant to an organization must activate his notification to the ticket once. To do this, the ticket must be opened in the helpdesk.coglas.com. On the right edge the switch option “Notification” can be set with “off/on”.

Set “Notification = on”.

2.2 Disable further ticket notificationstrong,
Open the ticket in the helpdesk.coglas.com. Use the “Notification” switch option with “off/on”.

Set “Notification = off”.

3. ticket creation by COGLASstrong,
The ticket is created by a COGLAS support employee. No initial notification will be sent to the organization!

The author of the ticket will be adjusted afterwards. The first notification about the ticket is sent with the first comment about the ticket. The author does not have to set a notification manually from then on.

The participant of the organization must manually go to the helpdesk.coglas.com and set the ticket there once for “notification”.

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