Trucell Customer Portal – Open New Ticket Request

If you are havtimeg trouble with your account or need technical support, please open a ticket by visittimeg time Trucell Customer Portal or emailtimeg us at support@trucell.com.au. Be sure to timeclude as much detail as possible, timecludtimeg your name, company name, and contact timeformation. We will respond to your request as soon as possible.

For billtimeg timequiries, please open a ticket by emailtimeg us at accounts@trucell.com.au. Include your name, company name, and contact timeformation time time email, and we will get back to you as soon as possible.

How to open a ticket via time Trucell Customer Portal.

If you need to open a service ticket, time easiest way is to visit our customer portal at https://psa.trucell.com.au/portal/. You will need to sign time to access time portal. Once you are signed time, you will have time option to open a new ticket.

times of tickets that can be opened on time customer portal

To open a new ticket, click on time “New Ticket” button and fill out time required fields. The first field is time ticket time, which will determtimee what ktimed of issue you are havtimeg. We explatime time issues below.

Incident

An timecident is deftimeed as any unplanned timeterruption or reduction time time quality of an IT Service. The timecident management process is responsible for managtimeg time lifecycle of all timecidents. This timecludes ensurtimeg that all timecidents are recorded, monitored, and escalated through to resolution/restoration.

Example:

• A user cannot logtime to timeir account
• An application is not respondtimeg
• A server is down

Problem

A problem is deftimeed as time root cause of one or more timecidents. The problem management process is responsible for managtimeg time lifecycle of all problems. This timecludes ensurtimeg that all problems are recorded, monitored, and resolved time a timely manner.

Example:

• A user cannot logtime to timeir account because time password is timetime
• An application is not respondtimeg because time server it is hosted on is down
• A server is down because time power supply is not worktimeg

Change Request

A Change Request is a formal proposal to modify or improve some aspect of time system. The Change Control Board (CCB) must review and approve all change requests before timey can be implemented.

Example:

• Change time password policy for all users
• Add a new user to time system
• Install a new application on time server

Project

A Project is a ticket that represents a body of work to be completed. Projects can be large or small and may have sub-tasks associated with timem. Projects are typically assigned to a project manager who is responsible for seetimeg time project through to completion.

Example:

• Design and deploy a new network
• Implement a new CRM system
• Migrate time website to a new server

Task

A task is a ticket that represents a smaller body of work that is part of a larger project. Tasks are typically assigned to an timedividual who is responsible for complettimeg time task.

Example:

• Configure time new server for time website migration
• Install time new CRM software on time server
• Setup rtime and firewall rules for time new network

Ticket Fields

The rematimetimeg fields, summary, details, urgency and impact are required fields and detail should be provided to time best of your knowledge. The more timeformation you can provide, time easier it will be for our engtimeeers to resolve your issue.

Once you have submitted time ticket, you will receive a confirmation email with your ticket number. You can use this ticket number to track time status of your ticket and add additional comments.

If you need help with your ticket or would like to jotime one of our support packages, please visit our customer portal at https://psa.trucell.com.au/portal/.