Views:

Submitting a ticket

  1. Navigate to the Support Section from the top menu.

    A close up of a word<br><br>Description automatically generated
     
  2. Click the "Open a New Case" button on the support page.

    A blue and white box with white text<br><br>Description automatically generated

    A screenshot of a computer<br><br>Description automatically generated
     

Fill in mandatory and optional fields

  • Title: Enter a brief subject for your case.
  • Customer: Select your organization’s name by clicking the search icon (if you have more than one).
         A red and white logo<br><br>Description automatically generated
  • Phone Number: Enter your contact number (optional).
  • External Ticket #: Enter any external ticket number if applicable.
  • Description: Provide a detailed description of your issue or request. Include important details such as time, frequency, and examples.
  • Attachments: If necessary, attach any relevant files by clicking the "Browse" button and selecting the files from your device.




Please review the Incident Priority Matrix on the highest achievable urgency & impact before attempting to submit or escalate your case.

Call for P1 and P2 Issues

To ensure a rapid response, urgent and high-severity issues (service outages) should be reported by telephone by calling (905) 882 5500 or (800) 563 4822.
 
If you have created a case through the portal already, you can call in to the numbers above and have your case escalated to a higher severity.

  • Urgency: Choose the urgency level from Low to Immediate.
  • Impact: Select the impact level from Low to Critical.
As indicated above, you cannot submit the following tickets without calling us to raise the impact or urgency. You may still submit at lower levels which will allow us to modify these fields after. The following situations are locked:
  • Critical impact; Immediate urgency
  • High impact; Immediate urgency
  • High urgency; Critical impact
Keywords: submitting, ticket, customer portal