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How to use the xTuple Ticketing System

So, you’ve discovered an issue while using 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 use the Issue Tracker or Feature Requests for the general out-of-the-box products.

If you know the incident number of the issue you're tracking, you can find it immediately using the Incdt # field, otherwise, there are many filters to choose from in order to narrow down your search. The filters range from the category, the reporter, the assigned to, status, severity, priority, resolution, and version it was fixed in.   

Customer Support Tickets

The Customer Support ticketing area is available to users who have either A) purchased an annual xTuple support contract or B) signed up for the xTuple Cloud hosting service. Once you've created a user account on www.xTuple.org, be sure to let your account manager or implementer know your user name. That way your user can be assigned the necessary privileges needed to access the customer support area of the ticketing system.

Support contracts and cloud hosting come with different levels of access to customer support. Here's a description of the difference between the two:

  • Support contract: Allows for two named support contacts per company. The named contacts can enter support tickets or call the help desk for phone support. If you do not currently have an xTuple annual support Contract, you can learn more about that here.
  • Cloud customers: Allows for one designated contact. This level of service covers tickets only.

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.

Email reply to notifications is not currently supported. You will need to update the incident through the ticketing system.

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.

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