Network Issues
The network issues section is a dedicated area for you to make announcements to customers about current and scheduled or planned service-affecting issues. For example, these can include server outages, software updates, or planned maintenance.
Creating an Issue
To add a new issue:
- Go to Support > Network Issues > Add New.
- Enter a title summarising the issue.
- Next, select the type of issue, which can be Server-related, System-related or Other. If the issue is Server-related, you need to choose the server in the corresponding menu. Otherwise, enter the affected item's details in the System/Other box.
- Choose a priority and status for the new issue. Statuses consist of Reported, Investigating, In Progress, or Outage for current issues, Scheduled for future Issues, and Resolved for completed issues.
- Enter a description of the issue. This can include HTML formatting, so we provide a rich text editor.
- Click the Save button.
Updating an Issue
In some circumstances, you may need to make status updates during the course of the issue. To do this, locate the issue and click on the title to make changes to it. From here you can edit any of the fields you need to and then save the changes.
Note: Issues appear in the client area in order of their last update, and so editing an issue will bring it back to the top of the list.
Closing an Issue
After an issue is completed, you need to set it to closed. You can do this from the network issues listing in the admin area by clicking the Close link next to it. This will automatically set the end date to the current date and time and update the status to Resolved.
Allowing Public Access
By default, the network issues section of the client area requires a user to log in before they can view it. However, you can remove this requirement and allow public access by adjusting the setting in Setup > General Settings > Support > Network Issues Require Login.
When a client is logged in and views the network status page, the system will highlight any issues relating to servers in a gold color by default. This will help clients quickly identify information which is relevant to them.