Differences

spay:hrmsprocguide:contact_sicorax_support [2025/08/18 22:03] mclement		spay:hrmsprocguide:contact_sicorax_support [2025/08/21 10:20] (current) mclement
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	*  Follow-up support request tickets		*  Follow-up support request tickets
-	**Examples of When to Use the feature:**	+	**Examples of When to Use the feature within the following HRMS modules: Employee, Payroll, HR, TA, ESS and PMS **
	*  Need guidance on a feature		*  Need guidance on a feature
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	*  Encountering an error message while using a functionality		*  Encountering an error message while using a functionality
-	__**How to Use the Contact SICORAX Support Feature**__ **<fc #ff0000>to submit HRMS support requests or submit queries related to HRMS</fc>**	+	__**How to Use the Contact SICORAX Support Feature**__
		+
		+	*  To submit HRMS support requests or submit queries related to HRMS, refer to section 1 below
		+	*  To report technical issues encountered in the system and upload screenshots to better describe problems, refer to section 2 below
		+	*  To submit meeting requests, refer to section 3 below
		+
		+	**<fc #ff0000>Section 1: Submit HRMS support requests or submit queries related to HRMS</fc>**
	*  Step 1: Click on the "Help" button on the toolbar		*  Step 1: Click on the "Help" button on the toolbar
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	{{:spay:hrmsprocguide:help_-_batch_transfer_2.png|}}		{{:spay:hrmsprocguide:help_-_batch_transfer_2.png|}}
-	*  Step 3: Fill in the Support Request section	+	*  Step 3: Answer the 4 Priority Questions which will help us assess urgency and importance
-		+
-	*  Answer the 4 Priority Questions which will help us assess urgency and importance	+
	*  Select **“Yes”** or **“No”** for each question		*  Select **“Yes”** or **“No”** for each question
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-	__**How to Use the Contact SICORAX Support Feature **__ **<fc #ff0000>to report technical issues encountered in the system and upload screenshots to better describe problems</fc>**, refer to the illustration and steps below	+	**<fc #ff0000> Section 2: Report technical issues encountered in the system and upload screenshots to better describe problems</fc>**, refer to the illustration and steps below
	*  **Illustration 1**: You encountered an error message via Payroll > Monthly Procedures > Payments/Deductions		*  **Illustration 1**: You encountered an error message via Payroll > Monthly Procedures > Payments/Deductions
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	{{:spay:hrmsprocguide:hrms_aug_25_payded_error_v2.png|}}		{{:spay:hrmsprocguide:hrms_aug_25_payded_error_v2.png|}}
-	//  *  **To report the issue encountered in illustration 1 above**: Follow the steps below: //	+	//  *  **To report the issue encountered**: Follow the steps below: //
	*  Step 1: Double-Click on the "Screen capture" button		*  Step 1: Double-Click on the "Screen capture" button
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	*  Step 2: Click the "Allow" button		*  Step 2: Click the "Allow" button
-	{{:spay:hrmsprocguide:help_-_allow_step_2.png|}}	+	{{:spay:hrmsprocguide:aloow_hrms_to_see_this_tab.png|}}
	*  After clicking the "Allow" button, the screen capture will automatically be saved to your folder Downloads		*  After clicking the "Allow" button, the screen capture will automatically be saved to your folder Downloads
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-	*  Step 5: Fill in the Support Request section	+	*  Step 5: Answer the 4 Priority Questions which will help us assess urgency and importance
-		+
-	*  Answer the 4 Priority Questions which will help us assess urgency and importance:	+
-		+
-	*  - Is this issue affecting this month’s payroll processing?	+
-		+
-	*  - Is this a blocking factor and you cannot proceed?	+
-		+
-	*  - Are you close to payroll closure?	+
-		+
-	*  - Is this affecting statutory return filing?	+
	*  Select **“Yes”** or **“No”** for each question		*  Select **“Yes”** or **“No”** for each question
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	{{:spay:hrmsprocguide:support_team1.png|}}		{{:spay:hrmsprocguide:support_team1.png|}}
		+
		+
		+	**<fc #ff0000>Section 3: Submit meeting requests</fc>**
		+
		+	*  Step 1: Go to Home Page and Click on the "Help" button on the toolbar
		+
		+	{{:spay:hrmsprocguide:meeting_request1.png|}}
		+
		+	*  Step 2: Click on the "Contact SICORAX Support" button
		+
		+	{{:spay:hrmsprocguide:meeting_request2.png|}}
		+
		+	*  Step 3: Write Your Email Message
		+
		+	*  - Subject: Brief title of your meeting request
		+
		+	*  - Text: Describe the request clearly
		+
		+	*  Step 4: Click the SEND EMAIL button to submit your request to our support team.
		+
		+	{{:spay:hrmsprocguide:meeting_request_3_and_4.png|}}
		+
		+	*  After your request is submitted, you will receive an email in your Sent Items
		+
		+	{{:spay:hrmsprocguide:support_team1.png|}}
		+
		+	*  Then, your request will be handled by our support team
		+
		+	__**How to view the support log request for the Contact SICORAX Support Feature**__
		+
		+	**<fc #ff00ff>Note: The support log request will be available on HRMS by 10 September 2025</fc>**
		+
		+	*  Step 1: Click your User Name
		+
		+	{{:spay:hrmsprocguide:support_log1v2.png|}}
		+
		+	*  Step 2: Click My Supports
		+
		+	{{:spay:hrmsprocguide:support_log2v2.png|}}
		+
		+	*  You can view and track your submitted support requests. You may also use the available criteria to refine your search for better follow-up
		+
		+	{{:spay:hrmsprocguide:frank_log.png|}}