Customer Support Form - Fields Glossary

Purpose: This guide helps users choose the correct request type, category, and subcategory for faster, more accurate support.

Request Types (Definitions & Purposes)

Support Request

• Definition:A request related to support services that are covered under the contractual agreement or support package. These typically involve routine assistance or guidance that falls within the scope of the agreed support level and do not reflect a fault or failure.

• Examples: User or access management, password resets, guidance on system usage, assistance with standard functionality, or minor administrative tasks as included in the contracted support package.

Change Request

• Definition: A formal proposal for modifying, extending, or improving an existing system, configuration, or workflow, usually involving a functional or architectural change that is beyond the agreed scope of the standard service. These requests typically require effort estimation, approval, and are considered billable professional services.

• Examples: New document or workflow types, additional automation, customised features, interface redesigns, name changes, integration enhancements.

Incident

• Definition: An unplanned interruption to an IT service, or a reduction in the quality of a service. It typically affects normal operations and requires urgent attention to restore expected functionality.

• Examples: System outages, application crashes, degraded performance, system errors, security breaches, or hardware failures.

Categories & Subcategories (Definitions & Purposes)

1. Admin tasks

For configuration-related requests that involve small changes to the system setup.

Subcategory	Description
Graphic changes	Request changes to drawing, BIM model or cutting.
Forms	Request creation or updates to forms, including field additions or layout changes.
Addition / deletion of folders	Add, remove or edit folders within a project structure.
Filter / view	Modify, create, or remove filters and saved views.
Naming convention	Define or update naming structures for folders, files, or forms to ensure consistency and compliance.
Other	Admin-related requests that don't fit in the above subcategories.
Modify workflow	Request modifications to existing workflows, including steps or notifications. Does not apply to creating a new workflow.

2. Question / guidance

For inquiries that do not require changes but seek understanding or clarification.

Subcategory	Description
How to?	Ask questions about how to perform certain actions within the platform, such as uploading files, filling in forms, or using filters. This is a purely informational request.

3. Request

For new features, consulting, or expansions of functionalities.

Subcategory	Description
Archive / closure	Request to archive or close projects/contracts, including data retention or export.
Consulting services	Request for expert advice, best practices, workshops, or business consulting related to the platform.
Documentation	Request additional or updated user documentation, guides, or training materials.
Feature	Request a new functionality not currently available.
New module	Request access to or setup of a new product module (e.g., BIM, QSHE, Task Management).
New project / contract	Request to create a new project space or contract structure within the system.
New workflow	Request to design and implement a completely new workflow (drawings review, invoice approval, etc.).
New report	Request development of a new custom report or dashboard based on project data.
Training	Request training sessions for users, admins, or project stakeholders.

4. System defect

For unexpected behavior, technical problems, or service interruptions. Prioritized for resolution.

Subcategory	Description
Bug	Report unintended behavior in the application (e.g., buttons not working, incorrect data being shown).
System error	Encounter error messages, crashes, or failures preventing normal operation. Screenshots are recommended.
Service unavailable	The platform or a specific service is down or unreachable (e.g., login not possible, module not loading).

5. User management

Request changes to user access or roles within the system.

Subcategory	Description
Access issue	User cannot log in or access expected modules, views, or folders.
Add user(s)	Request to add new users to a project.
Modify user(s)	Update user details such as email or role.
Remove user(s)	Request to deactivate or remove user accounts from specific projects or the system entirely.
Update access rights	Change permissions for existing users (e.g., grant/restrict access to certain views, workflows, or modules).