Get Help

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Find help using Issue Matrix Cloud

This document informs you about the different channels to get help with Issue Matrix Cloud related questions, requests and issues.

Where to start

If you encounter any problems using or setting up Issue Matrix Cloud, please let us know — we're here to help!

  • First, look for information in the Issue Matrix Cloud User’s Guide.

  • If you need assistance, please raise a support request at our Support Portal.

Raising a support request

You can raise a support request as described below:

To raise a support request via the internet:

  1. Please visit Botron’s Support Portal and raise a support request.

  2. Please provide as much information as possible, add screenshots if there’s an error in Jira’s UI or in the browser console. Please also mention the browser, operating system and the version of Issue Matrix Cloud.

Saving browser's console log

When filing an issue, please save your browser console log (which contains information about your Jira system and Issue Matrix Cloud) and attach it to it. This will assist our support engineers in troubleshooting the issue.

To save your Browser console log:

  1. Go to the page where you are having an issue with Issue Matrix Cloud.

  2. Open the browser's developer tools: keyboard shortcut F12 or you can right-click anywhere on the screen and select 'Inspect'.

  3. Click the Console tab at the top of the window.

  4. Save the console output. For the different browsers, there are different instructions.

For Chrome and Edge, you have to right-click in the console and choose Save as…

For Firefox and Safari , you have to manually copy and paste the console output to a file.

 

You can now go to your issue and attach the browser's log.