CStoreOffice® Support & Learning

Submitting Tickets

If you come across a problem when using Petrosoft applications, you can submit a new ticket. Petrosoft Support Team will do their best to resolve the problem described in the ticket.

Please note that the creating tickets functionality is permission-based. Before submitting tickets, make sure the Create tickets permission is granted to your user. For more information, see Roles and Permissions Management.

To submit a new ticket:

  1. Do one of the following:
  • On the right of the top menu in the Petrosoft application, click the ticket icon.
  • At the top right corner of the main application view, click your account name and select Admin > Tickets. At the top right corner of the Tickets view, click Add New Ticket.

    Result: The Submit a Ticket page appears.

  1. The Full Name, Email and Phone fields are automatically populated with the contact data specified in your Petrosoft Cloud account profile. You can modify name, email and phone values if necessary.
  2. In the Priority list, select the priority level for the ticket.
  1. The Account field is automatically populated with the name of the currently active account. You can modify the account name if necessary.
  2. In the Location list, select the location at which the problem occurred.
  3. In the Product list, select the product to which the problem relates.
  4. In the Description field, specify a description of the problem.

When describing the problem, be as precise as possible. The more information you provide, the better Petrosoft Support Team can address the problem.

  1. Set the Change Request toggle to the On position, if your ticket contains a request to change the existing functionality or implement a new one. After the ticket is submitted, this toggle cannot be edited.
  2. Please note that change requests are implemented for an additional fee, the amount of which together with the scope of work will be determined by the Petrosoft team and sent to you for approval before implementation starts.

  3. If you have a file describing the problem in detail, for example, a log file, click Attach file, browse to the file, select it and click Open.
  4. At the top right corner, click Create ticket.

    Result: The AI processes the issue description you provided in the Description field and provides information on possible ways to resolve the issue in the chat.

  5. Depending on the AI's answer in the chat, do one of the following:
  6. If you solved the issue using the information provided by the AI, click I solved my issue.
  7. You can continue the conversation in the chat and if the AI's help is not enough to resolve the issue, click Create a ticket.