In this article, we are reviewing the steps regarding contacting support.
Step 1: Identify the Issue and Perform Initial Troubleshooting
When faced with an issue, employing basic troubleshooting techniques can expedite the problem-solving process, often yielding faster results compared to relying solely on support systems. Here are several actions you can take:
- Log out of CiraNet, then log back in. Observe whether the issue persists.
- Try with an alternative browser. For a list of supported browsers, consult the Supported Browsers page.
- Alternatively, try using a private browsing tab in your current browser. To initiate this, press Ctrl + Shift + N (Ctrl + Shift + P for Firefox) to open a new window in private mode. This option functions similarly to launching a completely fresh browser session.
- Clear the cache of the browser currently in use.
If you are still having the issue, move on to step two. At this point, the issue you are facing could be a training issue or a technical issue/bug. In the next step, you will need to identify which of those it is. It is easy to assume it is a technical issue, but that may not always be the case.
Step 2: Seek Guidance from Your Supervisor to Pinpoint the Issue.
Your supervisor plays a pivotal role in examining and discerning the underlying concern. Their expertise is instrumental in determining whether the challenge at hand pertains to training or technical aspects. In the event of training-related issues, your supervisor will offer direction toward relevant learning resources designed to bolster your proficiency in utilizing the required functionality. Should your supervisor be unaware of the latest resources, you can transition to step 3A.
If your supervisor confirms that the matter is indeed a technical issue, feel free to proceed to step 3B.
Step 3A: Reach out to your learning leaders for Training
Identify who your learning leaders are and reach out to them regarding learning resources for the functionality. If you do not know who your learning leaders are, inquire about that with your supervisor.
Step 3B: Reach out to Support to report a technical issue.
Once your supervisor has determined that the issue you're facing falls under the category of technical problems, you can move forward by reporting the issue through the Jira system. If you're unfamiliar with this procedure, you can refer to an in-depth guide available in the following document: Reporting Technical Issues