# Support

## External users of iX Hello Customer v2

Email your request at <ix_hello_support@concentrix.com>

* Prefix the subject of the email with  **iX Hello Customer v2 - GPO.**&#x20;
* Include further request details and attachments in the email.

> **iX Hello Customer v2- GPO : Access Issue for user**&#x20;
>
> Dear reader,&#x20;
>
> I have trouble accessing the following page after logging in to the system. Please assist whenever possible. My working hours are from 9AM to 5PM, AU-Time, if additional information is needed.
>
> With kind regards,
>
> Sue Shee&#x20;

{% hint style="warning" %}
Do not include any **Personal Identifiable Information (PII)** or **Sensitive Personal Information (SPI)** in the email, or the attachments.&#x20;
{% endhint %}

## Internal Concentrix Users&#x20;

### Step 1: Accessing SolvNow

1. Navigate directly to the SolveNow [request page](https://solvnow-dwp.onbmc.com/dwp/app/#/itemprofile/138).&#x20;
   1. Login using your Concentrix credentials if prompted by the system.&#x20;

<details>

<summary> If the direct URL isn't working, navigate to <a href="https://solvnow.com/">https://solvnow.com/</a> and follow these steps</summary>

1. In the left menu, go to **Information Technology (IT).**&#x20;
   1. Login using your Concentrix credentials if prompted by the system.&#x20;
2. On the right side of the page, got to **SolvNow.**&#x20;
3. On the bottom left side of the page, go to **Information Technology**
4. Under **IT Catalogs**, go to **Application Product**

</details>

<figure><img src="https://4187494610-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FFe4cpY1jy0FJ4kgC7wSx%2Fuploads%2FjH9SvdK1VwuBPUXb9Jzk%2Fsolv-now-support-page.png?alt=media&#x26;token=63561a5a-9276-4881-b082-2fc8bff7f027" alt=""><figcaption></figcaption></figure>

2. Click **Request Now** to open a SolvNow ticket.

<figure><img src="https://4187494610-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FFe4cpY1jy0FJ4kgC7wSx%2Fuploads%2Fnep4b1tumNBGXp5R8xXY%2Fsolvnow-ticket.png?alt=media&#x26;token=4f4e2d1c-c287-4259-bdfd-98e5b436bded" alt=""><figcaption></figcaption></figure>

### **Step 2: Fill in the SolvNow ticket.**&#x20;

{% hint style="info" %}
Set the **Category Type** to **iX Hello Customer v2 - GPO** during **step 3** to ensure the SolvNow ticket reaches the correct department.
{% endhint %}

1. Select a **Service Type**&#x20;
   1. **Request for Something** - when there's a data request, access request, etc.&#x20;
   2. **Something is not working** - when a functionality is not working.&#x20;
2. Add details in the **Request/Issue Description** field.&#x20;
3. Select **iX Hello Customer v2 - GPO** in the **Category Type**&#x20;
4. Select a **Request/Issue Type** from the dropdown.
5. Select an **Urgency** level from the dropdown.&#x20;
6. Add **Attachments** to further clarify the SolvNow ticket.&#x20;

If you've selected **Something is not working** in step 1 the following fields become visible

7. Select the **Affected User SSO ID** from the dropdown.&#x20;
8. Provide the available work shift times in **Impacted User Shift Timing with Time Zone.**
   1. e.g. 9AM to 5PM, AU-Time
9. Add the contact number of the user in **Impacted User Contact Number.** In case the user needs to be contacted&#x20;

{% hint style="warning" %}
Do not include any **Personal Identifiable Information (PII)** or **Sensitive Personal Information (SPI)** in the SolvNow ticket, or the attachments.&#x20;
{% endhint %}

<figure><img src="https://4187494610-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FFe4cpY1jy0FJ4kgC7wSx%2Fuploads%2FNEBSZCeyVC7LYjacaBfg%2Fsolvnow-configured.png?alt=media&#x26;token=2443be2c-4f41-4455-8663-e8f0de356337" alt=""><figcaption></figcaption></figure>

10. Click **Submit Request** in the top right corner to create the SolvNow ticket. A confirmation page appears, showing the ticket **Request ID**.