Created Date: 22 Apr, 2022 15:26
Last Modifed Date: 22 Apr, 2022 15:26

Accessing the Smart DFE Support Portal

The support portal for Smart DFE can be accessed here. Use your email to login. If you haven't been provided with a link to set your password, then please contact your account manager.

Once logged in, you can search for an answer to your query or raise a support request if you have a question or an issue that needs resolving:

Documentation for Smart DFE can be found here.

Creating a new support request

To create a new support request, click any of the icons under the Search box.

The process is intuitive and straightforward. When submitting a support request, please provide as much information as possible, which will allow us to analyze and reproduce the problem you are encountering. Supply any supporting files by either dragging and dropping them or uploading them.

You can upload multiple 100-MB files; upload any larger files to the ftp site. If you don't have access to the ftp site, please raise a new support request or ask your account manager.

When using the Smart Print Controller, click the Support icon on the left of the UI and then choose Create Support Package, which creates a zip file of the SmartDFE logs and configurations. You can add the zip file to a new support request along with your report of the problem you are experiencing and any sample print jobs. 

If multiple jobs are not running as fast as you require, please create a separate support request for each job. Often, complex jobs can run slowly for different reasons even if they look similar when you view them in Acrobat.

Regarding the @ option and the Private request: The latter setting is set to private by default, as mandated by General Data Protection Regulation (GDPR); however, we advise you to set this to Share with .. so that other members of your organization can see your support request when they log on. 

When you are writing your initial support request, use the @ option to add other team members, meaning that they are emailed any updates to this support request.

Click Create to send the request, which alerts SmartDFE Support and creates an entry in Jira Service Desk for us to interact with.

Accessing existing support requests

All of your organization's current and historical support requests are available to view on the portal. To view them, click Requests in the top right of the page:

Click All requests to view a page with all of your organization's requests:

To see any closed requests, select Any status. From here you can also search through existing requests.

Interacting with support requests

From inside the open request, users can comment, share, escalate, cancel, or resolve (close) the case. You can also re-open cases. Users can also select Don't notify me when the case is updated.