Use the following information for getting to know how to access our ticket portal, reporting and modify tickets and tracking their status.

The PANTARIS Support ticket portal

The PANTARIS Support ticket portal (Screen: Start page, formerly known under MC Support portal) offers you the opportunity to create, track and share requests for your booked services or products of ETAS/VCS. Use the portal in case you want us to fulfill something for you or you want to report an incident. Also we offer some forms to send in requests by you for new features or functionalities that we should consider in upcoming new releases.

Tracking of your requests is easy by the request overview for your user. Also you can view and modify all request created by other user of your organisation. As a convenience you can create reports based on different criteria in the Advanced Request Report and export the result to your local computer. 

You will find announcements at the top of the portal related usually to main services or releases. Also upcoming maintenance windows are here to find.

This documentation should help you to use our portal easily and in the correct way. Additionally you should take a look into our How-to´s section.

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Accessing the ticket portal

Open the URL  https://rtahotline.etas.com/jira/servicedesk/customer/portal/20 to open our ticket portal. If you are not a registered user of the portal, you need to register first. (Screen: Login page) If so, follow the chapter Registering your account below. In case your user is registered with a valid ETAS ID enter the needed data in the relevant fields

and click on “Sign in”. The start page of the ticket portal is opened (Screen: Start Page)

Use the search bar (1) at the top for searching for any ticket type or use the left side (2) to select directly the ticket type of the caused service. For any service there are different ticket types (3) to classify your request and to help us to keep better track of your needs.

Standard service requests for all services are to find in the related area. Use them for speeding up your standard request like recurring tasks, on- or off boarding of user or tenants or configuration modifications.

On the top you will see general announcements regarding our services ad products (Screen:  General announcements). Here we will announce upcoming maintenance, changes and major incidents. 

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Registering your account

Before using our ticket portal you need to register your user for an ETAS ID. Follow all instructions after clicking the “Register here” link (Login Screen)

Enter the needed data (Screen: Registration)

and confirm the registration by clicking on the blue button “Register here”. You will receive an Email with a link for confirming you new created account. If you have followed the link your new ETAS ID account will be confirmed. Afterwards you can log in with your ETAS ID to our ticket portal. For login to our ticket portal go to Accessing the ticket portal 

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Report a defect

Use the “Report a defect” ticket type in case you want to report any issue for a not yet released services or products to our developer (Screen Defect selection).

Fill out the form by entering data in the corresponding fields (Screen: Report a defect).

Beware of the following:

• if you want to add your own reference id put it here (1).
• some fields are optional to fill (2). Entering data here is not mandatory but may help to specify the defect. Mandatory fields are to fill with needed data. Depending on the field type (text, drop down, list ...) use accordingly.
• in some text fields (3) text formatting is supported by additionally features like making fonts bold or change the font type or structure the text in list form. Also some additional content like links or code snippets can be added.
• if you want to add information in other formats use the attachments field (4). Keep in mind that the size of the attached file is limited. Also not every file format is supported here.
• by default the created ticket is shared with all other users of your organization (usually your company) (5). If you want to keep the ticket only accessible for you change this here.
• after you have filled all mandatory fields plus eventually the optional fields with related content click on "Create" (6) to create and the ticket. Otherwise click on "Cancel" to get back to main screen.

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Report a request

Use the “Report a request” ticket type in case you want to request something for any services or products you have booked.

Fill out the form by entering data in the corresponding fields (Screen: Report a request).

Beware of the following:

• find here the link to this knowledge base article (1)
• mandatory fields (2) are to fill with needed data. Depending on the field type (text, drop down, list ...) use accordingly.
• in some text fields (3) text formatting is supported by additional features like making fonts bold or change the font type or structure the text in list form. Also some additional content like links or code snippets can be added.
• if you want to add information in other formats use the attachments field (4). Keep in mind that the size of the attached file is limited. Also not every file format is supported here.
• some fields are optional to fill (5). Entering data here is not mandatory but may help to specify the request
• if you want to add your own reference id put it here (6).
• by default the created ticket is shared with all other users of your organization (usually your company) (7). If you want to keep the ticket only accessible for you change this here.
• after you have filled all mandatory fields plus eventually the optional fields with related content click on "Create" (8) to create and the ticket. Otherwise click on "Cancel" to get back to main screen.

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Report an incident

Use the “Report an incident” ticket type in case you want to report an incident for any of your solutions (Screen: Report an incident button).

Depending on the selected solution at the left side (Screen: Incident target solution) the heading may be added with the name of the solution like "Report an incident for the Managed Runtime".

Fill out the form by entering data in the corresponding fields (Screen: Report an incident details)

Beware of the following:

• some fields are optional to fill (1). Entering data here is not mandatory but may help to specify the incident or may be getting mandatory in future.
• mandatory fields (2) are to fill with needed data. Depending on the field type (text, drop down, list ...) use it accordingly.
• in some text fields (3) text formatting is supported by additionally features like making fonts bold or change the font type or structure the text in list form. Also some additional content like links or code snippets can be added.
• select the value that fits best from the offered drop-down menu (4)
• if you want to add information in other formats use the attachments field (5). Keep in mind that the size of the attached file is limited. Also not every file formatted is supported here.
• by default the created ticket is shared with all other users of your organization (usually your company) (6). If you want to keep the ticket only accessible for you change this here.
• after you have filled all mandatory fields plus eventually the optional fields with related content click on "Create" (7) to create and the ticket. Otherwise click on "Cancel" to get back to main screen.

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Suggest a new feature

You can raise a ticket for delivering information to us regarding new features you like to have implemented by us. These tickets may vary depending on the related service or product. A simple variant (Screen: Request a new feature 1) keeps only some few fields to fill with needed data.

Beware of the following:

• some fields are optional to fill (1). Entering data here is not mandatory but may help to specify the  or may be getting mandatory in future.
• mandatory fields (2) are to fill with needed data. Depending on the field type (text, drop down, list ...) use it accordingly.
• in some text fields (3) text formatting is supported by additionally features like making fonts bold or change the font type or structure the text in list form. Also some additional content like links or code snippets can be added.
• select the value that fits best from the offered drop-down menu (4)
• if you want to add information in other formats use the attachments field (5). Keep in mind that the size of the attached file is limited. Also not every file formatted is supported here.
• by default the created ticket is shared with all other users of your organization (usually your company) (6). If you want to keep the ticket only accessible for you change this here.
• after you have filled all mandatory fields plus eventually the optional fields with related content click on "Create" (7) to create and the ticket. Otherwise click on "Cancel" to get back to main screen.

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Report a change

This is an upcoming request type. Documentation follows when request type is activated.

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Standard service requests

For service requests with a recurring need to use you can find for each service a so called standard service request form

Depending on the related service the offered standard service requests vary and can change 

Select first the related type of standard service request by clicking on the drop down or mark the related radio button (depends on the menu type).  Fill out the mandatory fields with your data and/or add a text file with the needed information in case you want to do a bulk request (for instance: "Update a device" for more than 10 devices). 

Note: Standard Service Requests may change or disappear by time. In case you are missing a type of standard service request or a field for entering information use the general "Report a Request" form.

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Tracking requests

For tracking request tickets reported by you or other users you have to click on the "Requests" button (1) on the right top corner to get an menu for choosing a filter criteria (2) (Screen: Request button).

Clicking on

• "My Requests" results in the list of request created by your user in status open and of any request type
• the second entry with the name of your company or organization results in the list of tickets created by any user linked to your organization in status open and of any request type
• "All requests" results in any request of any user of your company or organization or the  MC Support team in status open and of any request type 
• "Advanced Request Report" results in the opening of a new page for getting more options to search display tickets. Find details for this function in the Advanced request report section

Use each drop-down menu to select further criteria to modify the search result (Screen: Search criteria).

The middle menu offers at the bottom the option to search for requests of your organization (1). If you are a member of more than organization the menu would be expanded with every organization you are in. Use the different filter to display the requests you are looking for. Typically you will display all open requests created by you or your entire organization.

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Advanced request report

If you are looking for more a more detailed way of searching and displaying requests than use the Advanced Portal Reports area (Screen: Report list).

This part of the ticket portal gives you more options of criteria to search for tickets and to display the results. First you have to chose the right supporting unit. Select "SDV: MC Support" for all VMS/Mobiltiy Cloud/PANTARIS services and products (1). By the offered drop-down menus (2) you can modify the search use the text-base search (3) if you like.  Also there are some "More filters" (4) to use for specifying your search. The results based on your selection is shown (8) and can be sorted by the table heads (7) which can be modified by the "Manage Columns" button (6).

For an export of the result list use the "Export" button on top right side (5) and select the format (Excel or CSV). Afterwards it tooks a while depending on the amount of results (Screen: Export progress) to generate the export file which afterwards downloaded to your computer.

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Good to know

• We strive to keep this manual up to date but this may not be all the time you check out this documentation. So keep in mind that menu entries, their order or the labeling/description may change by time so screens or parts of this manual may be not up to date. 
• If you are missing information, found failure in this documentation or need additional help please get in contact with us via ticket portal and open a ticket for a request.
• Keep in mind that the annoucments at the top of the portal are related ususally to main services or releases. Incidents or changes related to the service or product you have booked are announced especially to you by the channel/media defined in the service level agreement.

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