Submitting a Support Request

• Submit Support Requests
• Form changes and Data Clones

The Kuali Support portal allows users to submit a request to ask questions, report issues, or request overall guidance for Kuali Catalog and Curriculum Management. Tickets may be submitted for standard support requests, changes to your form, or a request to clone data.

Submit Support Requests

• To submit a request to our support team, click Submit a Request in the upper-right corner of the portal, or email us at [e-mail].
  
  Note: Each institution may have up to three (3) designated support contacts who can submit tickets to our support team. If you do not see the Submit a request option, or if these contacts need to change, you can send us an email and we can adjust these for you as needed. You can see more information about managing your Support Portal Account here.
  
• The next screen will provide a form to fill in to send information to our support team.

  CC

  Just like with your email, the CC (carbon copy) field allows you to add any email addresses to the request. When you have copied someone to the ticket, they'll receive all of the same updates as you that pertain to the progress of the ticket. You can add multiple addresses if you need to include multiple people.
  

  Note: Although you can enter the CC into the support ticket, the user will need to have an account within the Support Portal to receive additional updates or possibly respond to a ticket they have been copied on. Institutions are limited to 3 (three) designated support contacts, but your users can have an account which will allow them to be CC’d on tickets or participate within the community. If a user you would like to CC does not currently have an account, just let us know and we can add them.

  Subject

  This is a required field that you can use to give us a quick overview of what your ticket is about. It helps to summarize into a single sentence.

  • For example, a ticket with the subject of An error appears when attaching documents is much more helpful than Error.

  Description

  This field is required, and you can use it to provide as much information as possible. The more you can provide in your ticket, the faster we can help you! You should include details such as the environment you are working in, the names of any items (URLS are even better!), and any steps you have taken leading up to the issue. If you can provide screenshots or even a video of the issue, that is also helpful.
  
  Here’s an example of a great description that will help us quickly troubleshoot the issue:

  • Environment: Production
  • Course: ENG101
  • URL: https://yourinstitution.kuali.co/#/courses/view/0123456789
  • When I try to attach a document in the file upload gadget, the system shows me an error saying that I am not authorized.

  Priority

  This is a required field that helps us to triage tickets that come in. The following options can be selected:

• Urgent
  • Use this when you have issues that absolutely can not wait, and there is no work-around available. This usually refers to situations where your system is inaccessible. These tickets can expect a response within 30 minutes of submission.
• High
  • Use this option when you can still use most of your system, but a critical component is not working correctly. These are responded to within four hours when submitted between 7AM-7PM MT, excluding federal holidays.
  • For example, a completed proposal that did not send to your external system does not prevent users from accessing or using the majority of the system, but is still important to your institution and needs a swift resolution.
• Normal
  • Most issues will fit into this category. These tickets are responded to as soon as possible between 7AM-7PM MT, excluding federal holidays.
  • For example, you may be able to access a proposal by going directly to the URL, but it is not appearing in the search.

Note: Requests submitted that do not meet the predetermined criteria may be downgraded to their appropriate priority upon triage.

Attachments

Include any screenshots, gifs, videos, etc. that help further explain the request.

• Click the Submit button at the bottom when you ready to send it! You'll receive an automatic confirmation to let you know our ticketing system has received it, and then a member of our support team will reach out shortly.

Requests for Form Changes and Data Clones

When submitting requests for changes to your forms or data clones, you can use the same support portal and click Submit a Request in the upper-right corner of the portal, or email us at [e-mail]. The further in advance you are able to submit these requests, with all of the relevant information, the more likely we'll be able to complete them by your deadline. 

Form Change Requests

When you have a request for us to make changes to you forms, we'll need some specific details about the changes requested. We've put together a spreadsheet you can use to fill in the details needed, so we can get that taken care of for you quickly, but if you would prefer to send an email, just make sure the following details are included:

• Panel (where the field is located, or needs to be added to)
• Field Label
• API Label of existing field, or the label you would like to use when adding one
• Gadget Type and options
• Location if moving a field, or adding a new one
• Any Progressive Disclosure settings needed
• Any additional notes or change requests

Note: If you would like to use the spreadsheet, be sure to make a copy for yourself to edit by going to File > Make a Copy to save to your own drive. This sample form has examples and conditional formatting to help you get started, but is not required.

Whether you choose to use the sample spreadsheet, or if you prefer to send a quick email; it’s important to keep the following in mind to ensure the fastest, most accurate updates to your forms:

Environment

Indicate whether the changes should be applied to Production, Staging, or Sandbox. This information is required.

Note: If you are proposing changes within your Production environment, it is strongly recommended that you start by requesting a clone of your environment into another. This will allow you to review and test the changes, to verify the impact to your current data before actually making the changes.

Form

We need to know if these requested changes will need to take place within your Programs, Courses, Polices, etc.

Fields

We need to know the fields being modified, or where you want to add the new one.

Adding New Fields

If you are requesting to add a new field, we’ll need to know the type of gadget this should be, and any options that you need to have applied. For example, if you are adding a radio set, what should the options be? Where should the field be added on the form, and will any progressive disclosure need to be applied?

Modifying Existing Fields

Keep in mind that we can not convert a field from one gadget to another. If you currently have a checkboxes gadget that you now would like to see as a radios gadget, we would need to migrate that data from one format to the new one to ensure the data on past records is able to be maintained correctly.

Removing Fields

If you are requesting that a field be removed - we’ll need to know exactly what this field is, as it will be taken off the form as soon as we remove the gadget. Keep in mind that all items of a type use a single form (all courses use the same course form, for example) - so removing a field from the form will remove that field from all records.

We will process form change requests as they are received, and try to complete them as quickly as we can (often within just a couple of days). However, depending upon the volume and complexity of the requests, it may take up to one week or more to complete. We encourage you to send in requests as far in advance as possible to ensure they can be completed in a timely manner.

If you have questions about the types of gadgets or changes available, please see the Form Gadgets or Configure a Form articles.

Data Clone Requests

When you have a request for us to copy data from one environment to the other, we'll need some information to help process the request. Here are some examples of what to include in your ticket to help us process it quickly:

• Environment to copy from and to - for example, Production > Sandbox
• A date which you need the copy completed by
• What type of data needs to be copied, if not a full clone. For example, you might request the programs, courses, and configuration to be copied but nothing else.