Overview:
The Help and Support page in Xvantage is a central hub for accessing support resources and assistance. Users can browse relevant knowledge base articles for self-service help, explore recommended solutions, and create support tickets when additional support is needed. Supporting details and attachments can also be provided to help support teams investigate and resolve issues more efficiently.
Good to know:
When an associate from X4A submits a personal support ticket or for any other associate, the domain value is X4Al1l2 (Legacy) to ensure that the X4A tickets are directed to the appropriate associates.
Process:
Go to My Apps and open Okta.
In Okta, search for Xvantage for Associates(X4A) and open it.
Within X4A, hover over the left navigation menu and click Xvantage help and support.
Click the Create Support Ticket button.
Under the Who are you submitting the ticket for? Section, select the For myself option.
Provide the description in the describe your issue section.
Click Upload and attach files to share relevant error screenshots.
Supports a wide range of file types, and can hold up to 3 files, max 10MB each:
Images (JPEG, JPG, PNG, GIF)
Documents (DOC, DOCX, XLS, XLSX, CSV, TXT, PDF, HAR)
Emails (EML, MSG)
Note: HAR/ Email files must be uploaded as a ZIP file.
Press the Click to upload option. Then, select the file and click Confirm.
Click Get Support.
Before the ticket is generated, a related Knowledge Base Article that may help you with your problem will be displayed.
If the article resolves the problem, select I’m good now and the issue will be marked as resolved. No support ticket will be raised.
If the Knowledge base article is not resolving the problem, select the Still need help - open a ticket option.
A confirmation message with Ticket number will be displayed.
As an alternative, select the KB article to see its complete information. The inquiries regarding whether the KB article assisted in resolving your problem will remain visible.
