5 -- How to use the OneSource Support System ( Resolve )

AA-02098

How to open the Support Request system

  • Open a browser and enter this url in the address bar: www.onesourcesoftware.com/support

How to create an Support Request account

  • Open the Support Request system. 
  • Click on the Register button and follow the instructions. 

How to reset a lost password for your account

  • Open the Support Request system. 
  • Click on the Lost Password link in the upper left corner of the Home screen.
  • Enter the email address you originally used to create the account, then enter the CAPTCHA Verification code, then press Submit.

How to Login to the Support Request system

  • Open the Support Request system.
  • Enter your email and password in the login area on the top left corner of the home screen. 

How to submit a Support Request (SR)

  • Method 1: Send an email to support@onesourcesoftware.com
  • Method 2: 
    • Browse to www.onesourcesoftware.com/support
    • Login to the suusing your username and password (if necessary, see How to create a Support Request account above)
    • Click on Submit a Ticket.

How to add more notes or instructions on a previously entered SR

  • Via EMAIL: 
    • After you have submitted an SR you will get a confirmation email.  You may have also received 1 or more emails from a OneSource Technical Support person.  If you will locate any of these emails and reply to it along with any additional comments these new comments will be added to the original SR.  
    • Note: The key is to make sure the SR# is in the subject line of the email you send.  For instance, if you sent an email to support@onesourcesoftware.com with this in the subject: [SR # 12345] - along with whatever subject, then the contents of the email will be added to SR .  
  • Via Support Request System: 
    • Open up the SR in the online SR System.
    • Click on the Post Reply button.  Type the text you want to add to the SR. Then click on the Update button.

      Attaching a picture or other document

      Using either method above you can attach a document (such as a screenshot) to the email or the Post Reply. 



How to view your list of SR's

  • Login to the Support Request system.
  • Click on View Tickets
  • Note: To see a list of closed SR's click on the GREEN button called View Resolved Tickets

How to see a history of all correspondence for a particular SR

  • Login to the Support Request system.
  • Click on View Tickets, then click on the SR you want to see in more detail.

    How to browse directly to an SR

    If you know the SR # you can browse directly to the details of the SR (after you have logged into the SR System) by typing this in your browser: http://www.onesourcesoftware.net/support/index.php?/Tickets/Ticket/View/12345 (where 12345 is the SR #).  For example if you wanted to open up SR 22334 then you would enter this in your browser: http://www.onesourcesoftware.net/support/index.php?/Tickets/Ticket/View/22334

How to see a List of What is New in OneSource

  • Open the Support Request System.
  • Click on News.

How to MANUALLY make the RESOLVE SR System create SR's from SR's sitting in the Queue

  • Open a browser.  (This has been successfully tested with Chrome).
  • Enter this URL in the address bar and press ENTER: http://www.onesourcesoftware.net/support/cron/index.php?/Parser/ParserMinute/POP3IMAP
  • To make it easier to repeat this process in the future just drag and drop the URL to the Bookmarks bar. Then just click on it and press Enter to re-run the request.