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Planview Customer Success Center

Submitting/Viewing Tickets Feature within KIP

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Please note this feature should only be granted to KeyedIn Administrators

 

KeyedIn includes a feature which allows KeyedIn Administrators direct access to the Salesforce Portal.

There are 2 new options available from the “User” Menu within Keyedin Menu

  • Submit a new Ticket
  •  View Existing Tickets

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Pre-requisites

  • You must be a KeyedIn Administrator Support Agent in your PMO
  • You will require a verified Salesforce account.

 

How to enable the Submit and View Ticket option:

  1. Open the Login record
  2. Select the ‘System Access’ tab:
  3. Under the ‘System Roles’ section please enable the ‘Support User’ option

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4. Save and Close the Login record. To initiate the change, please logout of the KIP application and log back in again.

5. Submit a New Ticket’ & ‘View Existing Tickets’ should now appear under the following menu:

Selecting the options will direct the user to the Salesforce portal.

If you are not already logged into the portal then you will need to authenticate to it before being able to submit or view existing tickets.

 

Once authenticated to the Keyedin Support Portal you will be directed to either a ‘Submit a ticket’ page or ‘Open Cases’ page depending on which option you have selected.