How to use the Issue Tracker

How to register and use the Issue Tracker

Instructions

This article is divided into four sections:

1. Where to find the Issue Tracker
2. How to register for the Issue Tracker
3. How to use the Issue Tracker
4. Frequently asked questions

1. Where to find the Issue Tracker

You will find the Issue Tracker under Incident Manager in the Support section of our website: www.ntrglobal.com

2. How to register for the Issue Tracker

• Go to the Support section of www.ntrglobal.com and open the Issue Tracker
• Click on Register for an account to create a new account
  
  
• Type in your email address and click on Create an account
• A confirmation message will be send to your e-mail address. It will contain your login credentials. Please remember to save your password.
• You can now go back to the Issue Tracker Login page and login with the received user credentials that you received. 

3. How to use the Issue Tracker

After logging in with your credentials, you will be taken to a page with an overview of all the support issues that have been linked to your e-mail address:


You will see the following information for all cases which are still in process or already have been solved for you:  the title, the issue number, the current status, when it was created, and the last update.

For more information about a case, simply click on the issue title. You will see more details, including the case description and comments pertaimimg to the case.

4. Frequently asked questions

• Why can't I see the issues which have been reported by me?
  The e-mail address is the "link" between the issues which have been opened by the NTRglobal Support Department and the Issue Tracker. You only can see issues which are linked to your e-mail address. For this reason, it is important to provide the Support assistant with the e-mail address you registered with, whenever you open a new case.
  
  
• What should you do if you forgot the password?
  Please go to the Issue Tracker login page. (See: 1. Where to find the Issue Tracker.) Click on Forgot your password? and enter your e-mail address. Your password will be sent to your e-mail account.
  
  
• I registered for an account, but I never received an e-mail!
  Please check your e-mail SPAM folder. If you still can't find it, please try to register again.
  
  
• When I try to log in, I get the message "User-name or password incorrect"
  This message means that you have entered the wrong login information. Please make sure that you are using the correct credentials and that the caps lock is not turned on.
  
  
• When I try to register, I get the error "Please fill in a valid Email"
  Please check that you are using a correct e-mail format: user@provider.xxx.