TRASSIR technical specialists mainly work through tickets in Jira service desk and there are two ways to make them - using official TRASSIR trassir.com web page and Jira portal https://support.trassir.com/

We recommend to use Jira Portal because of its advanced features and convenience. It's only drawback is in the need of account registration.

Using TRASSIR web page

This method of communication is better to use for "quick" appeals. For more complicated tasks, it is better to use Jira Portal instead.

  1. Navigate to https://trassir.com/

  2. In the top panel, navigate to "Support" → "Create a request"
    or
    In the right bottom corner, click on three dots button and then on "Technical support"

    From here it is also possible to request for a demo session with TRASSIR sales and presales managers.

  3. Scroll down and fill the form with your name, e-mail and text of appeal. To successfully create a ticket, enable the "I Accept Privacy Policy" checkbox

    Note that sending the images, logs and other kind of attachments are possible only by using the correspondence in e-mail or Jira portal after the ticket creation.

  4. Click on "Send" button one time, wait a little bit, and you will receive the message "The form has been submitted" and the form will become empty again:


  5. In short time, you will receive one or two messages on your e-mail.
    You will receive the first message only if you were not previously registered or logged in TRASSIR Jira.
    In this message, there will be a notification, that Jira has created a temporal (24 hrs) account for you.
    To make it constant and to be able to use Jira Portal, it will offer to set a password to your account:

    After creating or resetting the password, you will be able to log in to Jira Portal:

    Note that Username has to also contain "JIRAUSER" part from the message on your e-mail.

    Second e-mail notifies that the request has been registered with special number:


  6. You will receive messages from technical specialists on you e-mail:
     

  7. If you click on "View request" button - you will be transferred directly to the ticket in Jira portal:


  8. You can communicate with technical specialists using the comment field in Jira portal, or using replies in your e-mail service.

  9. After all your questions are solved, the technical specialist will close the ticket, and you will have an option to rate his work:

Using Jira Portal

  1. Navigate to https://support.trassir.com/
  2. If you were not registered or logged in TRASSIR Jira yet, the login page will appear first:


  3. By clicking on "Sign up for an account", you will be transferred to account creation page:

    Enter your e-mail and captcha

  4. Soon you'll receive a message in which you will be asked to continue the registration:

    Click on "Sign Up"

  5. You will be transferred to name and password creation page:

    Enter it and press "Save and continue"

  6. Account is ready. You will be transferred to the category choosing page:

    First one is for the Russian support only!
    TRASSIR Support - International support for every client speaking English language.
    TRASSIR India and TRASSIR Turkey are for Turkey and India clients only.

  7. Choose TRASSIR Support or TRASSIR India or TRASSIR Turkey - and you will be transferred to ticket type choice page:


    The types are:
    Issues:
    ___Technical issue
    ___Other
    Project requests:
    ___Project task
    ___Consultation
    ___New script
    ___Other
    Training:
    ___Training
    ___Help with making settings
    ___Other

  8. After choosing the ticket type, you will be transferred to the ticket creation fields:


    Mandatory fields are:
    Summary - shortly describe the topic of the request
    Description - the most detailed description of the task or of the problem
    Optional fields are:
    Device info - the exact model and configuration of the problematic device. This info will help technical specialists to solve the task faster
    Trassir info - the software version of the problematic device or software. This info will help technical specialists to solve the task faster
    Attachment - files can be uploaded in this field by drag'n'dropping or browsing on the PC. For example, server logs and dumps

    Click on "Create" at the bottom after all required fields are filled.

  9. After the ticket creation, you will be transferred to the ticket page on Jira Portal:

    You can leave a comment if there's new info, or you forgot to mention something.
    You can share this ticket by clicking "Share" and specifying the e-mail address of new receiver.
    You can remove the receiver if necessary:


  10.  Soon you will receive two messages on your e-mail, that the ticket is registered and the specialist has been assigned:


    If you click on "View request", you will be transferred to Jira Portal
    In Jira portal, you will see the message about assignee on your task:


  11. You will see messages from the specialists both in the e-mail and Jira portal.
     

  12. You can communicate with technical specialists using the comment field in Jira portal, or using replies in your e-mail service.

  13. You can see the status of the ticket:

    Possible statuses are:

    Open - ticket in a work queue.

    Wait Client - technical specialist waiting your answers or additional information.

    Wait DSSL - waiting for a response from another TRASSIR specialist.

    Closed - question in the ticket is resolved.
    You can re-open the ticket by leaving a comment in it or by replying on message that will come to your e-mail.

  14. After all your questions are solved, the technical specialist will close the ticket, and you will have an option to rate his work:

Jira portal user pofile

  1. Navigate to right upper corner of the page https://support.trassir.com/ and click on "Profile"


  2. Here you will see the info about your account name, e-mail address, avatar, language and time zone:


    On the right side you can navigate to profile settings and password changing page:


  3. On the settings page, you can change you account name and avatar, language and time zone:


    If you wish to change your e-mail, contact TRASSIR technical support via ticket.

  4. By clicking on "Requests" in the right upper corner, you can navigate to the tickets, created by your account:
     

    Tickets can be filtered by:
    - Status: Open / Closed / All
    - Created by you or where you are a participant (shared)
    - Request type

  5. You can return to the ticket creation page if you click on TRASSIR logo at left upper corner:

How to speed up the solution for technical issues

Only TRASSIR

TRASSIR technical support solves problems only related to TRASSIR products. If the problem is not with one of our product, we are able only to limit ourselves to recommend to contact the brand's technical support.

In case of creating a ticket regarding the technical issues with TRASSIR products, there are some recommendations which are pointed towards the decrease of the time required for providing the solution from our side:

  1. Specify the exact TRASSIR Software module or Camera/Server/Network Switch model.
  2. The more detailed the description of the problem will be - the better. There are two main questions we recommend to answer:
    1. What are the steps you take to get the result? Example: Trying to connect the HikVision camera to TRASSIR using ONVIF
    2. What do you get instead of the desired result? Example: Connection is established, but there is no video stream
  3. Attach screenshots or/and video of the issue.
  4. If you're experiencing issues with TRASSIR Server / TRASSIR Client, it is highly advisable to attach the logs to the ticket.
    How to do it:
    TRASSIR Client software:


    TRASSIR Server:


    Next, select the "take whole journal" option and then choose "Pack and download".


  5. If the remote access is required, prepare the Anydesk connection to your PC.

Vasily Selivantsev 


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