Feedback
When you run into an issue with the application, you should first contact the user at your organization that is in charge of managing the Unicentric application. This would be for items like "I am unable to see X feature" or "This form or report is missing a field". Normally they are able to help
Accessing Feedback
In the settings menu, you can click the feedback button to open the feedback page
Using Feedback
After clicking the feedback button, you will be presented with the feedback screen. Depending on your role with the organization, you will see all cases that were created, or cases that you created.
Creating a new case
To create a new case, click on the New Case button on the feedback page.
Fill out the Subject, and Description for the new case. Please be a specific as possible in the description field. The more information you provide about the issue, the better we can solve what is causing the problem.
You can attach a file to the case by clicking the browse button in the attachment section.
When finished, click the submit link button.
Prior to submitting a case, you can check out the FAQ section to see if your question has already been answered.
Your newly created case will now show in the list. From here you can see the current status of the case.
Not Started = The case has been added into the system, but not looked at yet. During business hours this status should not last more than 4 hours.
In Progress = The case has been assigned, and is being worked on. This is when you may start seeing replies asking for additional information, or a resolution.
Wait Customer / Customer Test = The case has been replied to, and waiting on your response.
Wait Internal = Similar to In Progress, the case is being worked on, and is waiting on some information internally. The last note should explain the reason.
Customer Replied = You have replied to the case. This status alerts us that the cases needs to be looked at.
Closed / Completed = The case has completed, and there was a resolution.
Replying to a case
From the Case List you can click on your case to see the conversation thread between you and the person that is working on your case.
To reply to the case, click on the Add Comment button.
Enter your reply in the description field, and click the Add Comment link button.
Your comment will now show in the comments under the case. They are in reverse chronological order, displaying the recent comments at the top.