1 75000001083 2019-03-29T11:21:04+01:00 User guide and help for customers and partners 75000004673 false Palette Software Support Portal 1 2019-04-10T10:31:27+02:00 1 1 2019-03-29T11:31:14+01:00 0 0 The Palette Software Support Portal is meant for system administrators, IT personell, and our partners. If you are a PaletteArena user, but not an administrator, you should contact your system administrator.  Customers: To get a login to Palette Support Portal, you need to be authorized by both your own organization and by Palette Software. Ask a colleague that is already a user in the support portal, to raise an order ticket for a login for you. Don't have anyone at your company that has access to the Palette Support Portal? Well, it happens. Contact your local Palette Software office for further assistance. Contact information to all our offices can be found here. Partners: Partners get access to the support portal after having completed the Palette Academy, or equivalent, training. Contact your local Palette Software partner representative for more information. The Palette Software Support Portal is meant for system administrators, IT personell, and our partners. If you are a PaletteArena user, but not an administrator, you should contact your system administrator. <p><br></p><p><strong>Customers:</strong></p><p><br></p><p>To get a login to Palette Support Portal, you need to be authorized by both your own organization and by Palette Software. Ask a colleague that is already a user in the support portal, to raise an order ticket for a login for you.</p><p><br></p><p>Don't have anyone at your company that has access to the Palette Support Portal? Well, it happens. Contact your local Palette Software office for further assistance. Contact information to all our offices can be found <a href="https://www.palettesoftware.com/contact-us/" rel="noreferrer noopener" target="_blank">here</a>.</p><p><strong><br></strong></p><p><strong>Partners:</strong></p><p><br></p><p>Partners get access to the support portal after having completed the Palette Academy, or equivalent, training. Contact your local Palette Software partner representative for more information.</p> 75000004673 408 75000012208 2019-04-01T13:24:34+02:00 2043017024302 1 2 5 3 How do I get a login to the Palette Support Portal? 2019-05-24T11:56:20+02:00 2043017024302 1 2019-04-10T11:08:01+02:00 0 1 If you had a login to Palette Helpdesk and have been active within the last year, you will also have a login to Palette Software Support Portal. To log in to the portal, you click Login. That will send you to the login page. Click Forgot your password?  and fill in your e-mail address. An e-mail will be sent to you with a link to where you can set a password. Make sure that the e-mail address you use is the same as the address that was connected to your user in the old helpdesk. NOTE: Your user in Palette Software Support Portal is not connected to your old user in Palette Helpdesk. That username and password can not be used any more. You use your e-mail address to log in. <p>If you had a login to Palette Helpdesk and have been active within the last year, you will also have a login to Palette Software Support Portal. To log in to the portal, you click <em>Login</em>. That will send you to the login page. Click <em>Forgot your password? </em> and fill in your e-mail address. An e-mail will be sent to you with a link to where you can set a password. Make sure that the e-mail address you use is the same as the address that was connected to your user in the old helpdesk.</p><p><br></p><p><strong>NOTE:</strong> Your user in Palette Software Support Portal is not connected to your old user in Palette Helpdesk. That username and password can not be used any more. You use your e-mail address to log in.</p> 75000004673 212 75000012851 2019-04-10T11:08:01+02:00 2043017024302 2 2 0 2 First time logging in to Palette Software Support Portal 2019-05-24T12:07:21+02:00 2043017024302 1 2019-04-01T11:32:11+02:00 0 0 There are two places in the support portal where you can change your language setting.  At the top right corner, you can choose the language you see FAQ:s and the ticket fields in. This setting can be changed before logging in to the portal. You can also change the language under Edit profile. This will affect some of the automatic e-mails you get from the Palette Software Support Portal. Changing the language setting on your profile will also change the language setting on the front page. <p>There are two places in the support portal where you can change your language setting. </p><p><br></p><p>At the top right corner, you can choose the language you see FAQ:s and the ticket fields in. This setting can be changed before logging in to the portal.</p><p><br></p><p><img src="https://s3-eu-central-1.amazonaws.com/euc-cdn.freshdesk.com/data/helpdesk/attachments/production/3010007987203/original/5muCo68207WyaHBjV6K3bn9ZgR2DzrJ7sg.png?1554110753" class="fr-fic fr-dib fr-fil" data-filelink="https://s3-eu-central-1.amazonaws.com/euc-cdn.freshdesk.com/data/helpdesk/attachments/production/3010007987203/original/5muCo68207WyaHBjV6K3bn9ZgR2DzrJ7sg.png?1554110753" data-fileid="3010007987203" data-uniquekey="1554110598104" style="width: 715px;"></p><p><br></p><p><br></p><p><br></p><p>You can also change the language under <em>Edit profile</em>. This will affect some of the automatic e-mails you get from the Palette Software Support Portal. Changing the language setting on your profile will also change the language setting on the front page.</p><p><br></p><p><img src="https://s3-eu-central-1.amazonaws.com/euc-cdn.freshdesk.com/data/helpdesk/attachments/production/3010007987472/original/3vfraWfY2lcOt593vweADdh1k0JiW-kmlQ.png?1554110909" class="fr-fic fr-dib fr-fil" data-filelink="https://s3-eu-central-1.amazonaws.com/euc-cdn.freshdesk.com/data/helpdesk/attachments/production/3010007987472/original/3vfraWfY2lcOt593vweADdh1k0JiW-kmlQ.png?1554110909" data-fileid="3010007987472" data-uniquekey="1554110598104" style="width: 321px;"></p><p><br></p><p><img src="https://s3-eu-central-1.amazonaws.com/euc-cdn.freshdesk.com/data/helpdesk/attachments/production/3010007987658/original/mhrR-wjU-5ibac8q4tzgnrSdJZleSNkFpA.png?1554111028" class="fr-fic fr-dib fr-fil" data-filelink="https://s3-eu-central-1.amazonaws.com/euc-cdn.freshdesk.com/data/helpdesk/attachments/production/3010007987658/original/mhrR-wjU-5ibac8q4tzgnrSdJZleSNkFpA.png?1554111028" data-fileid="3010007987658" data-uniquekey="1554110598104" style="width: 446px;"></p> 75000004673 137 75000012261 2019-04-01T11:32:11+02:00 2043017024302 3 2 0 1 How do I change the language settings in the support portal? 2019-05-24T12:12:02+02:00 2043017024302 1 2019-04-02T11:31:39+02:00 0 0 A security incident requires fast handling according to Palette Software's, and probably your own organisation's, information security policy. To make sure a ticket is handled according to the policy, it is important that the ticket is registered as a security incident. When you raise a ticket in the Palette Software Support Portal, you get to choose a Type for your ticket. For a security incident ticket, choose Security Incident. You will then get to chose what type of security incident you are reporting; Personal Data Breach or Security Violation. If you are reporting a personal data breach, you will then get to chose what type of breach you are reporting; confidentiality, integrity or availability. You will then be asked to state roughly how many persons are affected. You will also be able to chose a priority for the ticket. No matter what priority you chose, we will start handling all security incidents within 24 hours. For priorities with shorter standard SLAs, the standard SLAs will apply. <p>A security incident requires fast handling according to Palette Software's, and probably your own organisation's, information security policy. To make sure a ticket is handled according to the policy, it is important that the ticket is registered as a security incident.</p><p><br></p><p>When you raise a ticket in the Palette Software Support Portal, you get to choose a <em>Type</em> for your ticket. For a security incident ticket, choose <em>Security Incident</em>. You will then get to chose what type of security incident you are reporting; <em>Personal Data Breach</em> or <em>Security Violation</em>. If you are reporting a personal data breach, you will then get to chose what type of breach you are reporting; confidentiality, integrity or availability. You will then be asked to state roughly how many persons are affected.</p><p><br></p><p>You will also be able to chose a priority for the ticket. No matter what priority you chose, we will start handling all security incidents within 24 hours. For priorities with shorter standard SLAs, the standard SLAs will apply.</p><p><br></p><p><br></p> 75000004673 111 75000012336 2019-04-09T11:12:18+02:00 2043017024302 4 2 0 0 How do I report a security incident? 2019-05-24T12:25:29+02:00 2043017024302