Reporting a Problem - 3.0.docx

When a user encounters an issue or has a question concerning Clearwave functionality, a problem may be reported.  Reporting a problem will create a Case with the Clearwave Technical Support Team to be addressed as soon as possible.

Requirements:

Steps to Create a Support Case from the Clearwave Provider Portal

  1. Log-in to the Clearwave Provider Portal.
  2. Click on the Question Mark (Help/Support/Report a Problem) symbol in the upper right hand corner of the page, next to your Username.  See Figure 1.
  3. Select Report a Problem from the drop-down menu.  A new window will open with the Support Module.  See Figure 2.
  4. Select the Log a Case tab to report your problem.  See Figure 3.
  5. Complete the form, and then click Submit.  Required fields have * next to them.  See Figure 4.
  6. A Case will be created, and a Clearwave Support staff member will be assigned ownership.  Clearwave Support will contact the user based on the preferred Contact Method designated with the Case.  The Case will remain Open until a complete resolution is achieved.

Images

Figure 1

Figure 2

Figure 3

Figure 4

Unable to Access the Report a Problem Page

If you encounter the message in the screenshot below, your User Account is not enabled for Report a Problem access.  A request for access has been sent to the Clearwave Support Team.  You may try again after 10 minutes, at which point your User Account will be enabled for Report a Problem access.