Open a new On-Premise support ticket


To open a new QL On-Premise support ticket, select the On-Premise link on the right.


The MY TICKETS page will open, showing your current QL Server On-Premise licenses.


  • Use the search engine to find an existing license. To load all your licenses, simply click the search icon.
  • The EXPIRY pull-down field lets you filter your results based on the support expiration date.
  • The VERSION pull-down field lets you filter your results based on the software version.
  • Clicking a QL Server license ID number will bring up the LICENSE DETAILS page where you can access information related to the QL Player licenses assigned to the currently selected server.



  • PLEASE NOTE! QL On-Premise support tickets are always linked to a specific QL Server license.
  • To open a new support ticket, you must click the NEW TICKET link in the right column of the MY TICKETS page. You can't open a support ticket from the LICENSE DETAILS page.
    Clicking NEW TICKET brings up the NEW TICKET page. This is where you create and send your ticket.

The NEW TICKET page


  1. Displays the information about your QL Server license (back-end).
  2. Click the Select Endpoint button to bring up a list of QL Player licenses to select from.



    The QL Player license information will populate the fields on the previous page.



  3. Select the remote access software installed on the device. Options are TeamViewer, RDP and CMS (Navori credentials).
  4. Enter the credentials for remote access.
  5. Type your message in this field.
  6. Click button to confirm your text message.
  7. Message appears here. Note you can enter multiple lines of text in the message field and the text will be added each time you click the confirm button.
  8. Click to attach files  to upload screen shots, log files, etc.
  9. Click Generate Ticket when you are done.

 

A confirmation message will pop-up on screen.



You will receive a confirmation email in your inbox shortly after.