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MnPALS Customer SupportTraining--Recorded SessionsDocumentationDownload Aleph 18 SoftwareMnPALS Mailing ListsMnPALS Forum and WikiMnPALS Mailing List - Forum - Wiki Guidelines |
PALS Support Center TipsCheck out the tutorials for the PALS Customer Support Center.
When to call and when to place a request to the PALS Support Center - The best practice is to always put the request into the Support Center first. If the problem is an emergency or you feel you need to talk to a Support Specialist regarding the problem, follow up with a phone call (507-389-2000). Please have the reference number from your PALS Support Center request available.
Update your open requests - Login, click on "My Stuff", "Questions" and click on the subject of the question you want to update. There is a text box at the bottom of the page that you can add content to. Send the updated information and the assigned Support Specialist will be notified.
Requests that you submit are visible only to you and staff at your institution - Answers that are visible to the public are written by the PALS staff and placed in the knowledge base.
Close your own tickets - After receiving a response to a support request, may want to send an acknowledgement of the response, but need no further action. First enter your text into the request. Then put a check in the box that says "Problem Solved/I no longer need an answer to this question" and press Submit. This will send your response and close the request.
View calls for everyone in your organization - An Organizational View is available on the PALS Support Center. When you are logged in to the PALS Support Center, select the "My Stuff" tab, then click on “Questions”. Above the subject column in your list of questions, there is a drop down menu that will let you choose to display either just your questions or those sent by anyone from your organization.
Attachments - To view an attachment associated with a Support Center request, log on to the Support Center and open your question. The attached documents can be found linked to your support request at the bottom of the page.
Web browser requirements - Please check the list of browser requirements for the PALS Support Center. If your browser and level is not listed below you might experience difficulty using the PALS Support Center.
Replying between the lines - When you receive a notification from the PALS Support Center that we have responded to your request with additional information you will now see the message below.
Recently you requested personal assistance from the PALS Support Center. Below is a summary of your request and our response.
We will assume your issue has been resolved if we do not hear from you within 28 business days. Thank you for allowing us to be of service to you. Please update your incident by clicking on the link below. If you choose to reply to this email rather than clicking the link below, you MUST enter your reply in the space below. [===> Please enter your reply below this line <===] This is an example of where you can update your request with information.
[===> Please enter your reply above this line <===]
To update your question from our support site, click here.
When you reply to a notification from the PALS Support Center with updated information you need to reply between the lines that are in the email. Your other choice is to update the information in your request by clicking on the link in the email notification and update the information through the PALS Support Center web interface. If you do not reply between the lines your message will bounce back to you and your request will not get updated.
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