Access and troubleshooting
This page explains why a tile or chart can be missing and what the error screens mean.
Who sees what
| Part of Support | Who sees it |
|---|---|
| Support itself | Users in a company whose plan includes Support |
| Home, Overview and the Error registration tile | Every user who can open Support |
| Support request tile and the Support chart | Users in a company that also has a Service-Level Agreement licence |
The licences come with your company’s plan, which your administrator manages, see Subscription. Support shows the tickets of the company you are signed in to.
Error screens
- Missing License: shows You do not have an active license to access Support. when your company’s plan does not include Support. Ask your administrator for access, or click Sign out to leave.
- Not Authorized: you do not have permission to open the page. Sign in again, or ask your administrator.
- Not Found: the page or item you asked for does not exist. Open Support again from its start page.
- This form is no longer available. Contact support.: shows when you click the Support request or Error registration tile and the form behind it cannot be opened. Contact Doxis support.
Troubleshooting
The list in Overview is empty. Check Date from and Date to and the ticked types and statuses, then click Clear. Only the last 12 months show by default.
Clicking a tile does nothing. The form opens in a new tab. Allow pop-ups for the site and click the tile again.
The Support request tile is missing. Your company does not have a Service-Level Agreement licence. You can still use Error registration.
The status has not changed. The status follows the ticket system and can be a little behind. Reload Overview after a while.
A ticket you just sent is not in the list. Reload Overview. If it is still missing, check that Date to is today or later.