GTP Help Desk

Notice

Due to the GTP security protocol, all users must grant GTP representatives permission to access any company/user data for the duration of a service ticket. This permission may be rescinded at any time. For more information, see our policy below.

Q:     What is the best way to submit an issue, error, question or feature request or request Professional Services?

A:     The best way to submit issues, errors, and other questions or to request Professional Services is to use the GTP Help Desk. The Service desk provides a standard web form to include details about the issue. It also provides a framework for correspondence and tracking each issue separately.  Once a Service Desk ticket is submitted, an email is automatically sent to all our service desk managers who are in different time zones.  Include as much detail as you can and a screen shot, if possible, when you submit a ticket.  You will receive a reply that may ask you for more information.  

1. To submit a Help Desk ticket, click the (?) Help icon in Stratus.
   
   
   
2. On the Help page, click the Service Desk link.
   
   
   
   
3. The GTP Help Desk page will display.
   
   
   
4. Click the CSG/SD Service Requests link. The from will expand.
   
   
   
5. Enter the following:
   1. Attachment - Screen shots are very helpful.
   2. First Name - Enter your first name.
   3. Email - Enter work your email address.
   4. Product (Required) - Select the Product.
      1. Stratus - Includes Stratus and Stratus OpenAPI.
      2. WireWorks - WireWorks only.
      3. Field Orderz - Field Orderz only.
   5. Summary (Required) – Short issue title.
6. If Stratus is selected as the product, additional form fields will display.
   
   
   1. Type of Request
      1. Service Desk Bug Request - A Service Desk Bug Request is a submission on a Stratus problem, ranging from publishing issues to website errors. Please refer to the Customer Success Policy for details on service charges and our handling of requests.
         1. Product Impact (Required) - If Service Desk Bug Request is selected, the Product Impact form field will display.
            
            
      2. Professional Service Request - A Professional Service Request submission on a Stratus service that may be performed offline or on a training call per a customer request. Such Professional Services include writing fields, creating custom reports and templates, and making specialized dashboards.
      3. Feature Request - A Feature Request submission on a new feature to be added to the software. Please be aware that such requests will be reviewed by development and product owners before incorporation.
         
         
   2. Content Type
      
      
      
   3. URL - URL, if applicable, related to the request.
   4. Describe in more detail (Required)
      1. Helpful information might include the Project name or link, Model name or link, Assembly name or link, Package name or link, or  a Report name or link.
         
         
         
      2. Steps to replicate the issue that the support team can follow.
      3. Include any error text, if possible.
         
         
   5. GTP has my permission to access my company site (Required) - GTP has implemented a new security protocol compliant with FedRAMP to protect our customers' models and content. GTP now requires all customers to give their explicit consent to allow a GTP representative to log into their site to make updates/changes. This authorization must be given for each occasion that involves company login access until resolution of the event.
      1. Yes - Click Yes if you give permission to GTP. Permission may be rescinded at a later time if a user/company no longer consents to granting GTP access to their content or data.
      2. No - Click No if you do not give permission to GTP. Permission can be granted at a later time if GTP requires permission to service the ticket.
7. Send - When done, click the Send button.
   
   
8. The Stratus team will receive the ticket and will reply quickly. You will receive email correspondence at different stages of the ticket life cycle and will know the status of the ticket. Statuses include:
   1. Waiting for Support – The Waiting for Support status indicates that the Stratus team is trying to gather information and determine next steps.
   2. Waiting for Customer – The Waiting for Customer status indicates that the Stratus team has replied to your ticket and is waiting for you to clarify or test something.
   3. In Progress – The In Progress status indicates that a work item exists and the Stratus team is working to release the fix one of the next releases. Some tickets are treated as hotfixes while others a treated in the normal release cycle which is every 4-6 weeks.
   4. Pending – The Pending status indicates that a work item has been created but that it has not yet been prioritized.
   5. Resolved – The Resolved status indicates that the ticket has been resolved either by a software update or training.