Help Center
Our help center has all the how-to information, tips, and tricks you need to get the most out of OpenForms. Here's where to start:
You can also find it by clicking the Help icon at the top right of OpenForms.
Something missing? We’re always trying to improve, so we’d love your feedback. Share your thoughts in the "Was this helpful?" section at the bottom of any page.
Submit a Support Case
Can’t find what you need in the help center? You can get in touch with us by raising a support case.
There are two options when submitting a new support case. Firstly, you can submit a support request by sending us an email. Alternatively, you can log in to the Granicus Support Portal and submit a case with us.
- Once you've logged in, select Get Support from the navigation menu, and you will find a Create a Case form.
- Use the fields to give us details of the support you need, complete the reCAPTCHA, and select Next. Please note that for OpenForms cases, you'll need to select govService Suite from the Product Suite drop-down menu and OpenForms from the Product drop-down.
- Use the Upload Files button to add any relevant attachments.
- Select Create Case to submit your ticket.
Once submitted, you can navigate to My Support Cases to view your open cases or select Create Another Case to open another one.
Create a Case Form Fields
How Can We Help?
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Use this drop-down menu to tell us why you're reaching out. The option you select here will impact the level of Severity you can select. You can choose from:
- Ask a Question: Level 4 severity, choose this for basic questions about the product.
- Get Help Configuring: Levels 3 and 4 severity, choose this for help setting a feature up.
- Report a Problem: All levels of severity, choose this if something is not working as expected or to report a bug.
- Request a Feature: Level 4 severity, choose this if you want to request new functionality.
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Severity
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Indicate the severity of your issue. Choose from:
- Level 1 - URGENT: Complete unavailability of Granicus Products. No workaround is available.
- Level 2 - SEVERE: Major feature of the product is not working. No workaround is available.
- Level 3 - IMPAIRED: Primary feature of the product is not working as expected. Workaround is available.
- Level 4 - LOW IMPACT: Incident that has a limited business impact; primary function is unaffected.
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Product Suite
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The suite of products that the product you have a query about belongs to.
For queries regarding OpenForms, select govService Suite.
For queries regarding OpenCities, select govAccess Suite.
You must select the correct Product Suite, so we can ensure your case comes to us as quickly as possible.
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Product
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Select the product that your query is about, either OpenForms or OpenCities. If you do not see the correct product, you may have selected the incorrect Product Suite.
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Subject
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Use this field to give your query a specific title. Please try and be as detailed as possible.
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Description
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Give us a detailed and descriptive explanation for your query. Please provide information such as:
- Form names and URLs
- An exact error message
- The steps you took to discover the issue
- Any steps you've taken to troubleshoot the issue
- What you would like to achieve
- Examples of other forms that you're looking at
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CC (Optional)
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Add additional email address that will be notified of case communications. Separate multiple address with a comma.
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Upload Files
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Use the upload field to send us images, files, or videos to illustrate your query. The maximum file size is 2 GB, and you can upload PDF, XLSX, JPG, TIFF, PNG, DOCX, XLX, CVS, or MP4 files. Useful files include:
- Full-screen screenshots demonstrating the issue
- Videos demonstrating the issue
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