ACCESSING THE CASE PORTAL

Each Oleeo customer designates specific individuals as supported users, who have access to raise requests to Oleeo. Supported Users are given access to the Case Portal.

The URL for the Case Portal is: https://oleeo.enablecloud.co.uk/portal/

Supported users can use the ‘Forgot Password’ link on the login page to receive password reset instructions.

CREATING NEW CASES

To create a new case:

1. Click New Case:
   • The ‘New Case’ button is found in the portal toolbar.
2. Enter a Subject:
   • It should be relevant and specific so that it is easy to search for the case and identify the nature of the case from a list.
3. Select the Type:
   • Support request – Select if you require system advice or would like to report potential errors. These requests will be picked up by the Customer Support team at Oleeo.
   • Change request – Select if you would like Oleeo to make a change to your system. These requests will be routed to your change request team who will investigate a solution and provide an estimate if appropriate. A new field will also appear where you will be asked for a reason for the change.
   • Self configuration push request – If you have self-configuration access, use this option to request that your changes be pushed to Live. New fields will appear where you will be asked to confirm the areas of the system that you have amended and provide further details.
   • Training session request – Select if you would like Oleeo to provide an online or onsite system training session.
   • Callout: Make sure that you select the correct case type to ensure that the request gets routed to the appropriate team within Oleeo
4. Enter a description:
   • Provide a full description of your request.
   • If you would like a colleague to be kept up-to-date on the status of your case, include their name and email address (if not another supported user) in the description.
   • It helps to provide specific details, for example: 
     • Vacancy / application IDs being affected.
     • Full names or IDs of forms or items that you are querying .
     • Error IDs or screenshot of error message and what steps you took to get the error.
     • Report IDs and where in the system you are pulling the report from (Report hub, statistic report, table layout etc).
     • Widget location and dashboard profile.
     • If urgent, please provide a phone contact number. 
5. Attach a screenshot(s) (if applicable):
   • Screenshots will quickly help us to pinpoint the nature of your request.
   • Ideally, provide full screenshots including the URL above your browser and date/time in bottom right of your screen.
   • To add a screenshot, click the browse button and select the file saved to your computer.
   • You can add multiple screenshots.
6. Submit the case:
   • Click the ‘Save’ button at the top right of the case.
   • You will receive an automated email confirming the case number. 
   • Refresh your homepage to see the new case at the top of the table of cases.
   • You can add further details by clicking the case’s subject and then clicking the ‘Add Note’ button.

SEARCHING FOR CASES

Above the list of cases is a search box. 

Use this tool to search for a specific case using its case reference number or a keyword in the case’s subject. 

If you enter a keyword it will search for all the cases whose subject starts with that word. 

FILTERING THE LIST OF CASES

You can filter the list of cases by Status, Date Created, or Date Modified.

To do this:

1. Click the Build Filter button located to the left of the search box.
2. In the dropdown that appears below, select “Status,” “Date Created,” or “Date Modified.”
3. In the dropdown that appears to the right, select the operator (e.g., “is any of” for Status or “Between” for Date Created or Date Modified).
4. You can now select the desired status(es) or dates.
5. To add additional filters, click the plus icon to the right of your inputted criteria.

ADDING AND VIEWING RESPONSES TO CASES

You will receive an email notification every time an update is made to your case.

The email notification will include Oleeo’s update and contain a direct link to the case.

When viewing a case record in the portal, all the responses added to the case will be displayed below the case’s details. To add a response or further information, click the ‘Add Note’ button to the page's right.
 

CHANGING YOUR PASSWORD AND CONTACT DETAILS 

To change your email address, password, or phone number, click the profile button on the right of the system toolbar and, from the menu, select ‘Profile’.

FREQUENTLY ASKED QUESTIONS

Can I see all cases submitted?

You will have access to all cases submitted by your organisation. Additionally, closed cases will remain accessible to you, allowing you to refer back to them for resolution insights or to check for similar past cases.

Can I attach screenshots / documents to cases?

Yes, you can attach screenshots/documents to cases. We encourage you to do so. These attachments can be added when you first create the case or later by attaching them to a Note.

What do I do if I can’t login?

You can use the ‘Forgot Password’ link on the Login page to receive password reset instructions.

If you still have problems accessing your account, you can call the Oleeo Helpdesk at +44 (0) 208 296 5931.

How do we change who has access to the portal?

To change access, submit a support case in the portal detailing the desired changes. We'll inform you if you exceed your Supported User limit. Alternatively, contact your Commercial Manager.

Will I receive email updates when my case is updated?

Yes, you'll receive an email detailing each update to your cases. If you want your colleagues to receive updates, you can include that in your request. Additionally, if you want updates on a colleague's case, you can request this by adding a Note to the request.

How can I tell from the portal if a case has been updated?

In the cases list view, you'll find the 'Date Modified' column. Click on this column to arrange the cases, placing the most recently updated ones at the top of the list.

Will I still be able to raise cases by calling the customer support helpline? 

Yes.  If we can't resolve your request over the phone, we may ask you to submit it to the portal. The advisor who took your call will then handle the case and continue their investigation.