How to Use the Support Portal
Table of Contents
Signing up
How to submit a request
Viewing current and past requests
Corresponding with technical support
Sharing your requests with others
Closing or re-opening requests
1. Signing up
In order to submit requests to this support portal, you will need to sign up for a free account.
If you need to create an account, simply choose “Sign Up” from the portal log-in page.
You can find the log-in page of the help portal here.
Enter your desired email on the signup page and click “Next”.
Once you click “Next”, the system will send you an email to complete your sign-up process.
This email will come from jira@brookfield.atlassian.net.
Click the “sign up” button in the email to continue your sign up process.
This button will open a new browser tab or window. In this new window, enter your desired username, and a secure password to complete your registration.
2. How to submit a request
From the main help portal screen, select “Tech Support” on the left. It is possible that a link that you’ve followed may lead directly to the next page in this sequence.
From the next page, press the “Need to Raise a Request? Contact Us.” to continue to the request type selection screen. Like mentioned above, some links may lead directly to the page shown below.
On the following page, select the most appropriate category for your request to continue to request creation
Fill out the required information on the request creation form. You may attach relevant files to the form.
If you have an organization set up, you can choose to share the request with your entire organization using the drop-down menu at the bottom of the request creation form. The request is not shared with anybody by default.
3. Viewing current and past requests
You are able to view all requests, past and present, from your requests view on the support portal. From any window on the support portal, select the “Requests” button in the top right to navigate to the request view screen.
From the request view screen, you can use the drop-down menus to sort the view by request type, author, or open/completed requests. Select a request from this screen to view it in more detail.
4. Corresponding with technical support
Once you create a request, or select a request from the requests screen, you will be brought to the detail view for that request. From here, you can add additional information or attachments, read replies from technical support, and reply to such. Use the text entry box at the bottom of the scree to send further information or reply to technical support representatives.
Depending on the length of correspondence, your original request text may become hidden. You can open or collapse the original text via the “Show details” or “Hide details” button.
5. Sharing your requests with others
From the request detail view, you are able to add individuals, or your entire organization (if set up) to the request, allowing included individuals, or all members of your organization to see all details of the request, as well as add comments, attachments, and details.
To include individuals, select the box on the right side of the page under “shared with”, and type out their full email address, or search for their name. Suggestions will appear, select the correct individual, and press the “Add” button. You will not be able to share with an individual if they do not have a current log-in on the support portal.
To share the request with your entire organization (if set up), type out the name of your organization, then select the correct organization from the list that appears and select “Add”.
If you would like to stop sharing a request with an individual or organization who it had been shared with, simply press the “x” button on the right of their name or the organization name under “Shared with”.
6. Closing or re-opening requests
During normal correspondence, the status of your request, visible in the requests view screen, or in the top right of the request detail screen, will transition between a few common statuses, such as “Customer response” (after you send a response to technical support), “Tech reply” (when the technical support representative has replied to your inquiry), and “Waiting for customer” (when you have indicated that you will revert back with more information at a later date).
At any point, if you fix your problem, or receive an adequate response to your request, you can close the request by selecting the “Close Request” button in the top right of the request detail screen. This will remove the request from the active queue, but you will still be able to see and review the request by sorting by “Closed requests” on the requests view screen.
If a request has previously been closed, you can re-open it for further assistance by using the “Re-open” button in the top right of the request detail view screen. If you have a similar but not identical request, please open a new request instead of re-opening existing reqiests.