EDQM FAQs
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Upon logging in to the EDQM HelpDesk for the first time (see chapter Login to the HelpDesk portal), the EDQM HelpDesk welcome page will appear.
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- if the article was helpful, click on
at the bottom to provide feedback to the author and to the other users about its usefulness - if none of the proposed articles provided the answer to your question, click on
in the top left corner and create your request
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- at the top of the page:
- the reference number of your request (e.g. HELP-438)
- the subject of your request
- the status of your request (see chapter Request status and notifications)
- Don't notify me option, allowing you to switch off the notifications by clicking on it. Use the Get notifications option that replaces it to easily switch the notifications back on
- from the top to the bottom of the page:
- the Activity log, listing information on the change of status, all comments and the time they were made, any uploaded attachments etc. N.B. The activities are recorded chronologically, with the most recent ones at the top of the list
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- open your request in one of the following ways:
- use the View request link provided in your e-mail notification(s) to open your request (log in with your credentials if necessary) or
- log in to the HelpDesk portal with your credentials, find the request you wish to update (see chapter HELPDESK USER MANUAL) and display the request (see chapter 1377645HELPDESK USER MANUAL)
- update the request by adding a comment to it
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You can add a comment to your request at any time, regardless of its status (see chapter Request status and notifications). |
How to reply to a question raised by an EDQM HelpDesk team member?
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You can also log on the HelpDesk portal and add a comment to your request.
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- Type: the subtopic under which the request was made
- Reference: the reference number of the request (e.g. HELP-438)
- Summary: the subject line of the request
- Service desk: the HelpDesk
- Status: the status the listed request currently has (Work in progress, Waiting for customer or Resolved; see chapter Request status and notifications)
- Requester: the person who created the request (in this case, you)
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