Select Create Incident from the Product Support menu.

Mandatory fields are displayed with a red border.

Select the appropriate customer from the Customer dropdown list. This field is pre-populated if you only have access to a single customer.

Select the appropriate Product with which you have an issue from the Product dropdown list.

Enter a summary and details of the issue being raised. Please provide sufficient information for the incident to be investigated without the need for futher unnecessary dialogue.

Next select the appropriate Fault Code. Use the guidance below when selecting an appropriate fault code severity.

• Software 1: Major System Outage - This indicates a complete system failure affecting all aspects of the product and all users in your authority e.g. whole of Stratos unavailable.
• Software 2: Partial System Outage - This indicates a complete failure of one aspect of the product for all users in your authority. e.g. Stratos Car Parks not working but other aspects of Stratos are fine.
• Software 3: Partial Loss of Functionality - This indicates a problem with a particular function within a product. e.g. Unable to load a document to InView.
• Software 4: Query, Help or Change Request - All other types of queries and change requests. e.g. How do I implement a Hurry Call?

Click the button to save the incident in Draft status. The support team will not act on the incident until it is placed in Submitted state.

If necessary, amend the incident details or attach documents prior to clicking the submit button to forward the incident to the Product Support team to action.

After submission the Incident Life-Cycle Bar will highlight the incident status as Submitted.