Changes between Version 12 and Version 13 of help

Timestamp:

Jan 30, 2017 3:01:45 PM (8 years ago)

Author:

knoop

Comment:

--

help

@@ -1 +1 @@
 = Getting Help =
-If you experience problems with PALM or if you like to request new enhancements, feel free to use our [[tickets|ticket system]].
+
+This page walks you through the PALM help and support procedure. In order to ensure an efficient PALM support, '''we must ask you to carefully follow this instruction'''. Unfortunately, we can not provide any custom and personal help, if you have not followed this procedure. Please note that the support we offer is not funded and as it is free for you, it is voluntarily provided by the PALM developers team on their free time. Furthermore, we can only support you on problems directly related to PALM.
+
+The '''first''' step on your way to receive help for your PALM related problem is a thorough reading of our frequently asked questions:
+1. [wiki:/Help/FAQ Frequently Asked Questions (FAQ)]
+
 {{{
 #!access
 #allow(TICKET_VIEW)
-As an authorized user you can create a [[/newticket|new ticket]]. Then just click on the "[[/newticket|New Ticket]]" button in the above menu. 
+The '''second''' step is a check of already existing support tickets. 
+2. [wiki:tickets View Existing Support Tickets]
 
-Before opening a new ticket, please make sure that your problem/query has not already been reported in the [[tickets|tickets section]]. You can also search for known bugs and solutions in the [[tickets|tickets section]] or you can simply use the search toolbar at the top of the page.
+The '''third''' step is the submission of a new support ticket. Please make sure you have completed step one and two. Otherwise your ticket will not be processed. You may also issue a ticket, if you like to request a new PALM feature.
+3. [/newticket Submit a New Support Tickets]
 }}}
 
@@ -14 +21 @@
 '''You either do not have an account or you are not logged in.''' 
 
-You need to be logged in to use the ticket system. In case you don't have an account yet and you are interested in using or just testing the code, please create an account using the [[//register|register form]]. This account will give you access to the PALM repository and also allow you to login on this trac-server, e.g. to submit trouble tickets, or to edit the wiki, if you have proper access permissions. As a registered user, you will also be informed about new PALM updates by email.
+You need to be logged in on order to use get access to advanced support steps. In case you don't have an account yet and you are interested in using or just testing the code, please create an account using the [[//register|register form]]. This account will give you access to the PALM repository and also allow you to login on this website, e.g. to submit support tickets, or to edit the wiki, if you have proper access permissions. As a registered user, you will also be informed about new PALM updates by email.
 }}}