Kaseya Community

Trouble creating a new ticket

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Create a new ticket.jpg

I am a new user of the Kaseya support site and cannot open a new ticket. I click on the green plus sign and enter the information, but when i click on the Close and Save button, it shows processing, then nothing. See attachment for screenshot....

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  • Hi Chris

    I think I know what the problem is... It looks like your Org / scope are not properly configured. I will fix it shortly

    In the meantime, you can log a ticket via the Problems logging on? Contact Customer Service link in the Portal Logon page (https://portal.kaseya.net), below the big green Log On button

    Regards

    Amado

  • Hi Chris

    I am having problems finding the right scope to associate your account to in our Portal system. What is your Customer ID (that's the first 6 digits/letters of your License Code)?

    Thanks and sorry for the inconvenience.

    Amado

  • Not sure which 1 to give u, so here are both....

    v4 - 41528e (current version)

    v5 - FDTNFS

  • Got it Chris, thanks. We'll be making the changes shortly

  • Hello Chris,

    Apologies for the delay. You should now be able to log into https://portal.kaseya.net and create and view Kaseya support tickets. Your Org ID for the purpose of the KPortal is FDTNFS. When you create a new ticket, the Organization field should be automatically populated for you.

    Please let me know if you have any further trouble with this.

    Regards

    Amado

  • I was able to successfully create a test ticket, but cannot see it under Customer Service, My Tickets in the Portal....

  • Hi Chris

    You just needed to change the Scope of your user (on top-right corner of the screen) to use the new scope. I have made that change and can see the test ticket.

    Please see more details in the ticket itself.

    Thank you for your patience

    Amado.