On the main page of the support portal, you can easily find direct links to our extensive knowledge base and API documentation.
If you need assistance and can´t find the answer in our knowledgebase please submit a request in our portals.
Report an issue: If there is a software incident
Question: "How-to-questions"
Request new features: New feature or orders for example reports
Request access: Request access to Bricknode Support
Billing: Question about the billing
Submit a request to JIRA Service Desk.
Heading: when you start typing in the field "Heading" you will get a list of suggested KB-articles
Description: please type as much information about the problem as possible
Priority: Urgent, Critical, Major, Minor and Trivial.
Attachments: to facilitate troubleshooting please attach a screenshot
Components: modules of BFS, Customer Front, Partner, Back office, or API
Press the button "Send" to submit the request.
You can view your requests by pressing the menu "My requests"
Your request will be listed in a list, and you can choose if you want to see open, all or closed requests in a drop-down menu.
Your requests can have different status
New: Bricknode have received your request, but not started working with the issue
Working: Bricknode have started to work on the issue
Waiting for IT: A developer is working on the issue, for example, bug
Waiting for Product Owner: The product owner group will estimate and schedule the new feature
Wating for customer: Waiting for an answer from the customer
Closed: The issue is solved. There is also a possibility to reopen the issue again if the problem returns.
You can easily search among your requests. You need to enter the whole case number, for example, SUPPORT-XXXX
You can easily add comments or attachments to the request.
You can also add participants to your requests, by clicking on “Share". The person that you add will receive updates as well about the request.
