BLUEPIRAT RAPID | USER MANUAL/
page 58 of 67
17.2.3
Sending Inquiries
You can send inquiries as usual via your own email client to
. This email arrives automatically the OTRS and generates a ticket. Furthermore you can write
inquiries directly in the Open Ticket Request System (OTRS).
By clicking on the button
you can create a new ticket directly in your personal login-
https://produktsupport.telemotive.de
17.2.4
Login and Initial Steps
You can find the OTRS ticket system of Telemotive AG at
https://produktsupport.telemotive.de
There you can login to the OTRS using your access data, which you already use in the Service
Center of MAGNA Telemotive GmbH.
After a successful login you will see a screen (see image 1), in which you can manage further
activities.
Figure 17.1: OTRS Ticket system
By clicking on the button
you can adjust language and view settings.
This screen also gives you an overview of your current tickets.
Shortly after the submission of an inquiry, you will find the corresponding ticket in your personal
account.
If there is more than one ticket in your account, all tickets are listed by date.
You can see the content of the sent message by clicking on the corresponding ticket.
As soon as you receive a new message from the Customer Support, it will be shown in your
personal login-area. In addition, you will receive an email.
17.2.5
Adding Files
You have different possibilities to add files to a ticket. You can add files, such as error reports or
screenshots immediately when a new ticket is created by clicking on the button
.
Warning:
There’s a limitation up to 20 MB like in an e-mail. If you want to upload bigger files please upload
these in the next step.
You can also upload an error report or trace files to your problem description afterwards.
