Error handling & contact support

• An automatic email will trigger to the BPM support team if incase of any process failure via Freshdesk ticketing tool.
• In case the user is facing any issues while performing any activity in the application or accessing the application, they may perform any if the below activities to trigger a support request:
  • Email to Freshdesk support:
    • Send an email to 'IS-CAPG-BPM@solvaysbs.freshdesk.com'
    • Provide all the details of the issue i.e. Task Name, Project Name, Issue details etc
    • If possible a snippet would help the support team rectify the issue in the shortest period of time.
  • Open a ticket manually via Freshdesk:
    • Login to Freshdesk Tool URL - https://sbs-support.solvay.com
    • Choose an option to create a new ticket, and chose the below options:

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• • For quick resolution you have to raise a request from the application itself via option "Support" at the top right corner. This will automatically generate a ticket and our support team will act accordingly. 

  • You can even raise ticket via Service One (BMC Helix) for any IT related changes by choosing the below options

  • Catalog→ IT Foundation→ Business Process Management→ Workflow services