The UBSW RTA Hotline is provided to users of the GM UBSW (Universal Basic Software), including GM and it's Tier 1s. If you are not a user of the UBSW platform then please submit your request through your standard RTA Hotline.
Creating an account
You must have an account and be logged in to create an issue. When required, the system will prompt you to log in. If you do not have an account you can create one using the Register Here link shown below.
GM Users
After registering your account we will verify and approve your request within 24 hours. Once approved, you will receive an email confirmation and you can then log in and begin using the UBSW RTA Hotline.
Tier 1 Users
After registering your account, you must submit an additional ticket to be associated with your Tier 1 Organization.
To submit the request to be included in your Tier 1 Organization, go to the UBSW RTA Hotline ***ADD LINK*** and select "Manage Organization"
Fill out the Summary, Organization Name, select Add Users, and in the description box add your name to be added to your organization.
We will verify and add your account to the Tier 1 organization.
Shared machines/accounts
The user management system may retain your session after logging out. It is therefore advised you do not use this system from a shared machine/account.
Raising Tickets
From the main hotline page you may begin by typing your question in the search box. This will search through our growing Knowledge Base for potential solutions to your question. If your question is still not answered, you can use the below links to submit a ticket for your request.
Two types of requests are available, Support and General.
- Support - For any tool, software, code or licensing type queries, please use the Support type request
- General - For project related or general UBSW questions, please use the General type request
When submitting tickets, please provide as much detail as possible to reproduce the issue you are seeing. If applicable, please also attached any relevant documents, files or projects to further help us in reproducing the issue.
As your tickets are worked on you will receive email notifications when an update has been made. You can either respond directly to the email, or click the link in the email to take you directly to the issue in the hotline.
Tier 1 Support Tickets
For UBSW Tier 1 customers, you will have the ability to choose the request visibility for the ticket you are raising.
By selecting Private Request, only you and members of your organization will be able to see the request. By selecting the GM Shared Organization, members of the GM UBSW team will also be able to view your request and comment if needed.
If a request was marked as Private during the initial creation, it is still possible to share with the GM Shared Organization by going into the request ticket and clicking Share and then typing in the Shared Organization name.
Managing Tickets
Once you are logged in to your account, requests you've made can be found by clicking the Request button in the upper right hand corner of the main hotline page.
From the Request page, you can filter based on:
- Status
- Create by (me, anyone in my organization, participant)
- Request type