| Company |
This field will already be filled-in, so you do not need to enter your company.
|
| Person |
Select the person who is suitable or responsible for communicating with the support consultant (usually the person opening the ticket, but can also be another person from the company if you are opening the ticket on their behalf, for example). |
| Priority |
The priority type tells the supporter what type of problem is being addressed. The User can choose the priority of their issue according to how much it hinders their work process:
- High - High-priority incidents are urgent and complex issues that affect the availability or performance of critical PANTHEON functionalities or services. They can cause significant disruption, frustration, and damage to the business and its customers.
- Low - Low Priority incidents are request for more information or software issues that has an acceptable workaround. Low Priority means the presence of a notable problem not yet affecting operations significantly. Low Priority means a problem leading to a minor disruption of business performance, quality, or function.
- Medium - Medium priority incidents are less critical compared to high priority incidents but still require prompt attention of supporters to prevent additional issues or escalating impacts. They may affect non-critical processes or result in minor disruptions.
|
| Localization |
Logged in User does not need to fill in this field, because it will be automatically set to the localization selected in the Language field of the Personal Data form.
|
| Build |
Enter the program build version that your PANTHEON is currently running on. If you are not sure about the version, you can also look it up in PANTHEON. Go to the Help main menu and then click About. |
| Version |
Most users use version 10.0, so this field is already filled in. If you have a very old version (5.5, 5.0 or 4.5), you can of course correct this (you can also find this information in PANTHEON by navigating to the Help main menu and clicking About. |
|
Areas
|
Select the area to which your issue relates (e.g. PANTHEON – Goods – Issue).
|
| Short description |
Enter keywords that describe your issue (e.g. VAT calculation). |
| Long description |
describe your issue in more detail. Please read recomendations on How to write a quality ticket for PANTHEON issue. |
| Attendees |
Select attendees whom you want to participate in the incident. The participants will be able to add responses to the incident and receive all the information from the responses of the incident. |
| End user |
Enter the company to which the issue relates. This applies mainly to accounting firms that provide services for other companies. In this case, the reporting company and the end user are different, whereas in other cases this data remains the same. |
| Attachment |
Once you have saved the text of your incident (by clicking the  button), the program will allow you to attach files (see Adding an attachment).
There is a limit on the number of attachments per incident. You can add three. If you want to add more, please enter a new incident and link the missing attachments to it (see Answer to an application).
|
| Contract |
If you have concluded a maintenance agreement with Datalab, select the USD agreement (USD pogodba) option in this field, otherwise the Non-contractual maintenance (Nepogodbeno vzdrževanje) option is used. |
| Project status |
Select the appropriate status for your incident (whether it is an additional service, a complaint about a service provided, support, etc.) |
| Ticket Type |
Select a ticket type from the set of options. |
| Expected end of work |
Enter the date and time by which you expect the incident to be resolved. |
| Planned hours |
Enter the planned hours within which you expect the incident to be resolved. |
 |
Button for saving the incident data.
 |
Hint
- once the incident has been saved, the program will offer you a menu for adding attachments (see Add an attachment).
- Once an incident has been saved you can access to it` s information and detailes by double clicking on it, on Events | My opend . The other option is to find it by using Search field.
|
|