Submit a support case through Salesforce – OpenCities

From 8 am on Monday 14th of March, 2022, our support services will be moved to Salesforce. You will still receive the same services from us. However, you will need to submit tickets through the Granicus Support portal. This article will take you through how to use the new platform.

OpenCities has a dedicated support team and an extensive help center to help you manage and operate your website. We encourage you to search for a solution in our help center before submitting a ticket, as we have articles covering almost every aspect of our product. If you have ticketing permissions, you may also find some helpful information in our Community posts.

We're always looking to develop our help center, so if you find a topic that's close but doesn't quite answer your question, please mention it in your ticket.

But, if you can't find what you're looking for, please submit a support ticket so our team can personally look into your query.

There are many out-of-the-box solutions for creating content in OpenCities, and these will cover most of what you want to do for your site. However, you may have experienced developers on your team who can create custom aspects for your site, including custom content types, content lists, or templates. Please note that we cannot support custom work that our team has not done for you.

How to submit a support ticket

To submit a ticket, you will first need to go to the Granicus Support portal:

Go to the Granicus Support portal and select Login.
Once you're logged in, select Contact Support from the navigation menu, and you will find a Create a Case form.
Because you're logged in, some of the fields will already be filled out with your organization details. Fill out the rest of the fields.
Upload any relevant attachments.
Select Create Case.

Under Contact Support, you'll also see a Community Articles feed. Please note that all OpenCities help center documentation will remain here for the time being, and all OpenForms documentation will continue to live on the OpenForms help center. The Community Articles feed will not include our documentation.

Create a case form on the Salesforce platform

Please note that only key contacts from your organization will have the ability to submit tickets. If you do not have login details to Granicus Support, you will need to ask your city or council's ticket lodgers for help.

What to include in your ticket

The Create a Case form has several fields, which you can use to tell us about the problem you're having.

Account	The organization you belong to. Once you have logged in, this field will pre-fill.
Contact	Your name as a key contact. Once you have logged in, this field will pre-fill.
Product Suite	The suite of products that the product you have a query about belongs to. For queries regarding OpenCities, select govAccess Suite. For queries regarding OpenForms, select govService Suite. You must select the correct Product Suite, so we can ensure your case comes to us as quickly as possible.
Product	Select the product that your query is about, either OpenCities or OpenForms. If you do not see the correct product, you may have selected the incorrect Product Suite.
Has your IT department made any network or security changes recently?	Network or security changes can affect how your site performs, so we need to know this before troubleshooting your query. Indicate either Yes or No.
Subject	Use this field to give your query a specific title. Please try and be as detailed as possible. If you have more than one site with OpenCities, this is an excellent place to mention a particular site relating to your query.
Description	Give us a detailed and descriptive explanation for your query. Please give us as much information as you can provide, such as: Page URLs that demonstrate your query and the Page name if you're asking about a specific page on your site. An exact error message What steps you took to discover the issue Any steps you've taken to try and rectify the issue What you would like to achieve with the product Examples of other OpenCities sites that you're looking at
Attach Supporting Documentation	Use the upload field to send us images, files, or videos to illustrate your query. Useful files include: Full-screen screenshots demonstrating the issue Videos demonstrating the issue Other files, including codes or scripts you'd like to implement

Tips for quick resolutions

Our support team is always happy to help, but here are some tips and information to include in your support ticket to help expedite your request.

Ensure that you enter the correct Product Suite and Product when you submit a case to ensure the quickest response possible. For OpenCities select govAccess and for OpenForms select govService.
Please include as much detail as possible in your support ticket. Always send us links and screenshots and clearly state the issue you're facing and what you're trying to achieve. This helps us respond quickly with the most relevant information to help you achieve your goal.
When sending screenshots, please send us an image of the entire screen. This can help us get some context about the issue and understand if anything might be causing it. Similarly, please show us the exact wording of error messages, with a rough timestamp if possible, so our team can check logs for specific errors.
If you see something that another OpenCities site is doing and want to replicate it, please check with us to see if it's possible. Additionally, we encourage you to ask us about big project ideas before embarking on them, so we can give you the best advice on how to ace the project.

We also welcome feedback for product improvements, but we ask that you outline why this development would help with your content publishing or website management.

What else?