Step 1: EMAIL- Send an email to
support@nuvepro.freshdesk.com. - Include details such as:
- Lab name
- Participant login ID
- Screenshot (if applicable, e.g., for VM login fails with invalid credentials).
- Send an email to
Ticket ID (OPEN)
- Once the email is received, a ticket is created and its status is "OPEN."
- A Nuvepro Support Engineer picks up the ticket and moves it to the "OPEN" state.
Ticket ID (PENDING)
- From "OPEN," a ticket can be moved to "PENDING" if any information is missing (e.g., Lab ID, screenshot, or steps to reproduce the issue).
- The ticket then goes back to the Ticket Originator for the required information.
- Once the information is provided, it moves back to "OPEN."
Ticket ID (RESOLVED)
- From "OPEN" or "PENDING" (once information is provided and the issue is worked on), the ticket is moved to "RESOLVED" once the issue is resolved.
Ticket ID (CLOSED)
- After the ticket is "RESOLVED," it is moved to "CLOSED" upon customer confirmation.
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