Online Support Portal
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Introduction
The preferred method for receiving support and assistance from Rootshell Security is to log/raise a request using our Online Support Portal.
Registration to use this portal is free and users of the portal are able to create, view and update requests all via the Online Support Portal once you have created a free user account. Our team of support staff are on hand to assist with queries, capture feature requests and investigate/escalate any bugs or misbehaviours you have identified with the platform
User Registration & Access
Online Support Portal URL: Login - Jira Service Management (atlassian.net)
NOTE: Please use your corporate/business email address to register. This helps Rootshell track your queries against your Platform user account. ‘Free’ email accounts such as Hotmail, Gmail should not be used
Once you have registered and logged in to the portal, you’ll have access to multiple request types depending on the nature of your request:
Request Management
For new and current requests, the portal provides a means to ‘converse’ with our support team throughout the lifecycle of a request
Managing/Viewing/Update Requests
Requests that you have already raised in the Online Support Portal will be visible to you whilst the status of the request is in a non-closed/resolved state. Examples in “Open”, “Support Triage”, “Work In Progress” etc.
Existing requests can be viewed under the “Requests” link in the top-right, under “Created by Me”:
Shared Requests
By default, when you create a request, only you can see the request and any updates or changes to the request.
If you want to share requests with others in your organisation, you have this option so long as other users in your organisation have registered with the Online Support Portal and have been associated with the same organisation.
Associating users to specific organisations (for the purpose of request sharing), is something that is managed by Rootshell Security. If you know other users in your organisation have raised requests that you’d like to share between each other, this can be arranged if you contact Rootshell Security through the Online Support Portal.
In the example below, the request has already been shared with the user’s organisation “Acme Widgets Inc.”
Clicking the “+” icon will allow you to share with other users in your organisation
Uploading Attachments in Requests
If you are asked to provide additional files, pictures, screenshots etc to an existing request, this is possible by dragging and dropping the file(s) into the “Comments” field of an existing active request:
