Troubleshooting

The Troubleshooting section is designed to help you resolve common issues, understand error messages, and get the support you need to ensure smooth operation of the Utho Ticket Management System.

Common Issues

Unable to Open a Ticket

Problem: Users might encounter difficulties while trying to open a new ticket.

Solution:

1. Check Required Fields: Ensure all mandatory fields (Department, Priority, Subject, Message) are filled out correctly.
2. Internet Connection: Verify your internet connection is stable.
3. Browser Compatibility: Ensure you are using a compatible browser. Clearing cache or using incognito mode may also help.
4. Platform Issues: If the problem persists, check Utho’s status page for any ongoing platform issues.

Ticket Not Updating

Problem: Changes to a ticket are not being saved or reflected in the dashboard.

Solution:

1. Internet Connection: Verify that your internet connection is stable.
2. Session Timeout: Ensure you are logged into your Utho account. Sessions may expire after a period of inactivity.
3. Browser Cache: Clear your browser cache or try accessing the platform in incognito mode.

Error When Submitting a Ticket

Problem: An error message appears when attempting to submit a new ticket.

Solution:

1. Check Error Message: Read the error message carefully to understand the specific issue.
2. Form Validation: Ensure all form fields meet the required validation rules.
3. File Attachments: If attaching files, ensure they are within the allowed size and format limits.

Error Messages

“Field Required”

Description: This error indicates that a mandatory field has not been filled out.

Resolution:

• Review the form and ensure all required fields are completed.
• Required fields typically include Department, Priority, Subject, and Message.

“Network Error”

Description: This error suggests there may be an issue with your internet connection or the Utho platform.

Resolution:

• Verify your internet connection.
• Try reloading the page or logging in again.
• Check Utho’s status page for any reported outages.

“Invalid File Format”

Description: This error occurs when trying to upload a file that is not in an accepted format.

Resolution:

• Ensure the file you are trying to upload is in a supported format (e.g., PDF, JPG, PNG).
• Verify the file size is within the allowed limit.

Contacting Utho Support

If you encounter an issue that you cannot resolve using the above solutions, contact Utho support for further assistance.

1. Submit a Support Ticket: Use the Ticket Management System to submit a support request.
2. Email Support: Email the support team directly at [email protected].
3. Live Chat: Use the live chat feature on the Utho platform for immediate assistance.

Tips for Efficient Troubleshooting

1. Document the Issue: Take screenshots and note down error messages and steps taken when the issue occurred.
2. Check the Knowledge Base: Refer to Utho’s knowledge base and FAQs for additional help.
3. Stay Updated: Regularly check for updates and announcements from Utho regarding any platform changes or issues.

By following these troubleshooting steps, you can resolve most common issues quickly and ensure smooth operation of the Utho Ticket Management System. For persistent issues, Utho’s support team is always ready to assist.