Making Requests FAQ

Overview

In 2019, TAIT transitioned to a new workflow for tracking iQ and Navigator requests. There are various reasons for this:

• The primary driver of this change is streamlining the bug reporting workflow. We have a connection between the Support Portal and our issue tracking system that allows for data gathered in one system to push to the other. 
• Additionally, we now have one workflow for customer submitted bugs and for those that come from TAIT staff.
• Finally, we want to have a global community where TAIT staff and our end users can request new features and provide feedback.

If you're in a hurry:

• Use this form if you need help from the software team.
• Go to the Community for feature requests and to offer feedback.

Questions

How do I get a Support Portal account?

You're already on the Support Portal. If you need more help, see How to Use the TAIT Support Portal.

What is available on the Support Portal?

Knowledge base articles, iQ and Navigator release notes, user manuals, demo videos, spec sheets, and the community forum. Also, some organizations have information specific to them.

How do I view iQ/Navigator release notes on Zendesk?

Sign in and click the epiQ category, then choose iQ Release Notes. Or choose the TAIT Navigator category and click Navigator GUI Release Notes.

Can I read the current user manual for Navigator on Zendesk?

Yes! Click here to open it. 

Can I read the current user manual for iQ on Zendesk?

Yes! It's available at this link.

Where do I enter bugs?

Use this form.

Where do I enter feature requests?

Use the Community topics.

How do I track bugs that I submitted?

For bugs you personally submitted, sign in to the portal and click on My Activities at the top right of the screen. Details and screenshots are also available on this page, under the Checking Ticket Status heading.

How do I track a feature request?

Sign into the Community and find the appropriate post. You can reply to the posts, and upvote/downvote various feature requests.

Can anyone view my bugs and feature requests?

For bugs, only other members of your organization (if any) can see your bugs. For feature requests, the community is globally visible to everyone.

What happens after I enter a bug or feature feature request?

For bugs, the software team will review the submission and decide the appropriate action. This may involve moving the submission into issue tracking system. Once you submit a bug you will receive an auto response via email to confirm receipt. As the item moves through software development lifecycle, you may be asked for more information or simply be informed when the issue is resolved.

For feature requests, the software team will review the posts. As requests work their way through the lifecycle, the status of the request (Planned, Not Planned, Completed, or Answered) will be updated and visible. Your feature request may be split off into a ticket to ease the transition into the issue tracking system.