To join Simpology's Customer Service Portal as a lender user, you will need to be able to access Jira.
This article details:
Gaining access
To set-up a new account, clicking on "Sign-up"
Logging in and/or resetting your password
Login using your email address and password you set up
If you forget your password, follow the onscreen prompts to after entering your email address to recover or reset it
Viewing existing support requests
You can see all existing requests raised by yourself, or your organisation by clicking on "Requests" and choosing which to view.
Clicking into a request will allow you to see its details and communication between Simpology and yourself regarding the ticket.
See further details on Interacting with a Support Request here.
Creating support requests
Once logged in, you will be presented with the option to create either a:
Customer Support request; or a
Project / Change Management Request
Select the option that is most suitable to your request.
Customer support requests
Customer support tickets should be created all technical support or suggested improvements to a Simpology solution
Project / Change Management request
Project / Change Management requests should be created when you would like to make a change to exist data such as fields, products, serviceability, print forms and supporting documents. You can also suggest new features or improvements here.
Regardless of the request type you select, you will be presented with a screen asking you to enter details for your ticket.
Please be sure to provide as much detail as possible, including screen shots.
For any issues requiring technical support always provide:
Application ID
Solution - Loanapp, Tama, Omni
Area in Solution
Environment - Development or Production
Date & time of issue
You can choose to make the ticket accessible to other members of your organization using the 'Share with' dropdown. Setting this field to blank will prevent other members of your organization from accessing the request.
Interacting with a Support Request
When a request has been created, you will be presented with the following screen:
Please note the purpose of the values below:
Status of the request (detailed further here)
Notifications (detailed further here)
Cancel the request
The type of request raised
The user who created the ticket
Users who have been shared the ticket to receive notifications
To interact with Simpology, simply click on the 'Add a comment' box (1) and relay your message/update. Files and images can be added by clicking the relevant icon (2):
Request Statuses
As the Simpology team reviews and progresses your request, the status of the request will be updated accordingly. Statuses include the below:
Status Name | Notes |
Open | Has been received by Simpology and is awaiting review |
In Progress | Actively being worked on |
Waiting for customer | Awaiting customer input before it can progress. |
In Client Testing | Awaiting client testing/verification |
To Be Reviewed by Development | Being reviewed and assessed by development teams |
Published on Production | Promoted to a production/live instance and is awaiting final review by the requestor |
Ready for Production | The requestor has successfully tested the request and is awaiting promotion to production/live |
Under Consideration | The request is acknowledged and Simpology are reviewing the feasibility of the request |
Reopened | A previously closed request has been reopened as it requires further input |
On Hold | The request is paused |
Closed | The request has been completed |
There is special functionality when a ticket is in a certain status.
Waiting for Customer
When a request participants comments on a ticket, the ticket will automatically become In Progress and awaiting Simpology review.
In Client Testing
When a request is in the status In Client Testing, the request participants will be able to update the status of the testing outcome via the below two options:
Notifications
As the ticket progresses through status changes or is updated with comments, the request will issue email notifications to the participants of the request. The reporter of the ticket automatically receives notifications provided that the notifications option has not been set to off:
Sharing a ticket/adding participants
By clicking the + Share option, the requestor is able to add additional participants to the request. These added participants will receive notifications as the request is updated.
Provided a request was shared with your organization on creation (see here), members of your organization will be able to access the request via the All Requests option, but will not receive notifications unless they are added as a participant.
Example Email Notifications
Ticket Raised:
Added as participant:
Comment added:
Status Changed:
Request Resolved:
