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eCase Support
When you need to raise an eCase support ticket, certain information is required in order to help us investigate. The links below will take you to the relevant section and provide you with an overview of the information that is required.
Contents
General Information for all issues
When raising a support ticket please include the following:
- Your details: name, email and where you calling from.
- Specify whether the issues affects all your colleagues using eCase or just the user reporting the issue.
- When reporting the issue for a colleague, or they are having the same issue as you, if possible, please provide their name and email address.
- Provide information about the issue, for example what steps you were doing when you had the issue, the case reference number if you were in a case.
Error Message
If you receive an error message using eCase, please provide the information requested in the general information section and the following key pieces of information:
- Details of the error message. What does it say, what is the error number and if possible, take a screen shot and send it to us.
- What you were doing prior to the error, for example the process steps including when the error occurred
- If you were working on a case when the error occurred, please provide the case reference number.
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Unable to sign into eCase
If you are unable to sign into eCase:
- Ensure you are using the correct password and if necessary, reset your password.
- If you still cannot sign into eCase, please send support information of what is happening, for example do you get an error message, are you sent to another screen etc.Unable to access the eCase homepage
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Unable to access the eCase homepage
If you cannot see or access the eCase homepage where you would normally sign in:
- Check whether you can access any other internet pages. If not, please raise this with your internal IT team.
- If you can access other internet pages, but still cannot access the eCase homepage to sign in, please provide details of what you see, for example, do you get an error message, are you sent to another screen etc.
- Please provide the browser you are using and/or a screen shot of the whole page.
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Issue with Digest Email/Report/Case Search
If you are having trouble with a Digest Email, a report or Case Search, please provide the following information:
- Provide the details of which email, report or search you are using.
- Tell us what you expect to happen, for example, the email should be going to a specific person.
- Let us know what usually happens.
- If it is regarding a Digest Email, when did you last successfully receive the email.