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How to use the xTuple Ticketing System

So, you’ve discovered an issue while using the xTuple ERP or xTupleCommerce. You can report such issues through the xTuple Ticketing System. You’ll find the xTuple Ticketing System at  www.xTuple.org.

If you do not have an account on xTuple.org, you will need to create one here.

Once you have an account on the website, you are able to comment on the forums, create bug reports, and make feature requests. You can find the Bug Tracker or Feature Requests for the general out-of-the-box products. 

For customer-specific questions or issues, you will need a Support Contract. If you do not have a Support Contract but are interested in learning more, you can find out more here.

Support Contract

Our Support Contract notes two designated Customer Contacts. Those are the two people at each customer site who are able to submit incidents through the support portal. Each of the Customer Contacts should have their own account on xTuple.org. When you submit your user, our team will review your Support Contract to ensure the new user is one of the two Customer Contacts and that the Support Contract that is up to date on payment. Once those are all confirmed, we will update the privileges so that you are able to submit bugs and features with Customer Support.

When you submit your incident, it is assigned an incident number and all further communication happens through the Ticketing System. You are able to attach documents, such as screenshots, using Attach >  Related to… File.

You will receive email notifications when there are updates to the incident. There may be a comment which has further questions, detailed instructions for proper setup, or content that covers possible solution for you to test. Therefore, it is important that you review the updates in a timely manner. Email reply to notifications is not supported at this time, so you will need to update the incident through the Ticketing System.

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