You should receive an initial welcome email where you will be able to set up your password. The password setup link within your welcome email is time-sensitive and expires after 7 days.

After initial password setup, browse to https://help.onit.com (we recommend you bookmark this page), enter your Username (email address) and Password, then click Log In.

If you forget your password, use the Forgot your password? link that is below the login text.

See below:

After login, simply click the Create Case button on the landing page.

Next, complete the following fields and click Submit:

Product Type: Using the dropdown, select the applicable product for which you want to open a ticket. Proper selection will route the ticket to the appropriate team members. If you cannot find your product, please select the most appropriate product.

Priority: Select the applicable priority from the dropdown. Please be as accurate as possible, as we will use your input to prioritize this ticket over others. The information icon has the priority definitions:

• P1 - Critical- System is completely down or a security incident affecting all users with no workaround.
• P2 - Major- Primary system functionality failure is persistent and affecting all or many users with no workaround.
• P3 - Moderate- Secondary or non-critical system functionality is affecting some users, and a workaround may be available.
• P4 - Low- A minor system functionality issue with limited impact, general inquiries, or how-to and system functionality questions.
• P5 - Other- A new system functionality requirement or enhancement request.

Subject: Enter a brief, descriptive title that summarizes the issue or request. This field will be visible on your ticket list, so ensure it is descriptive enough to identify the ticket's subject matter.

Description: Provide a detailed description of your issue or request, including as many details as possible: Steps to reproduce your issue, error messages, or relevant specifics around your change request. For example: What happened?, When did it happen?, Where did it happen (specific page, function, etc.)?, How does it affect the user?, and any other relevant details that can help the support team. This field will not be visible on your ticket list, so ensure your Subject field is appropriate for the issue.

Record Transaction/Subdomain Login URL: If applicable, from your browser's address bar, copy and paste the entire URL of the record/transaction, or provide your subdomain or login URL.

Upload File: Upload up to 10 attachments, including screenshots of error messages or any other supporting documentation for this ticket.

In the old ticketing system, if you previously had visibility into all support tickets for your company, you will retain that full visibility in the new ticketing system (called Cases). 

For now, you can view tickets that you have access to or tickets that you have opened by clicking the Cases tab on the landing page. Additionally, you can see saved views by clicking the dropdown near the Cases header on the left, you can sort any column by clicking the down arrow on the desired column, and you can search the set of visible cases for keywords using the Search this list...bar. You can also adjust column width by hovering on the vertical separator between the column headers and dragging left or right.

Once you find the case you want to view, you can simply click on the case number link to view the case details.

Start by clicking the Cases tab on the landing page. Then click the List Views Controls gear on the right side, and select New:

On the pop-up box, enter your List Name and click Save:

Finally, you can click List Views Controls gear on the right side to Select Fields to Display (you can select the fields you want in your view and what order you want them in), adjust column width, add Filters and Filter Logic, and Save your view. 

You can also delete any views that you have created from the List Views Controls gear on the right side. Once your view is saved, you can navigate to it from the dropdown near the Cases header on the left side of the Cases tab page.

Navigate to the case on which you want to leave a comment or an update. On the Case Communications tab, enter your comment inside the box that says Write a new comment...and click the Comment button.

Navigate to the case you want to add an attachment to. On the Related Information tab, you can upload or drag files or attachments into the case:

Currently, once you submit a ticket, you cannot edit any case details. The ability to edit will be available soon. At this time, the Onit Support Agent or Customer Success Manager can edit case details on your behalf.

In the individual Case Details or in the List View of cases, there is a field called Case Owner or Owner Name that shows the name of the Onit case owner.

In the individual Case Details or the List View of cases, there is a field called Status that shows the case's current status. Below is the definition of each status.

• New: The case has been entered into our system and is awaiting assignment or is being triaged.
• Assigned: The case has been assigned to a person and is awaiting work to begin.
• In Progress: The case owner has begun working on the case. In the future, a Status Detail field will be available, providing more information.
• Pending Customer: The case owner has returned the case to the requester for more information or verification of resolution.
• Resolved: The case is resolved, and no further action is being taken by the case owner.
• Closed: The case is fully closed.

Currently, you can use the Search bar to perform a global search within cases for which you have access. Soon, the Search function can be used to find self-service and how-to articles, as well as many other resources that could potentially help you get to a resolution on your issues and requests much quicker.

Navigate to the case for which you want to escalate to Onit Support Management. In the Escalate Case tab, please select a reason for escalating the case and add any applicable additional detail, then click the Next button.

Navigate to the case for which you want to re-open. Please note that the case must have a status of Resolved in order to be reopened. For Closed cases you wish to reopen, you will currently need to open a new case. In the Reopen Resolved Case section, click the Next button, then click the Finish button.

In the near term, you will still retain access to the old ticketing system and can look-up your previously submitted tickets there. During the ticketing data migration, the new ticketing system will have a Legacy Ticket Number field that will reference your older tickets.

If you are logged into the ticketing system, log out using the profile icon on the top right of the header. Browse to https://help.onit.com and use the Forgot your password? link that is below the login text to set a new password.

An existing authorized user can simply open a support ticket to request access for other users. You will also need to let us know if the new team member should be able to view all support tickets for your company, or just the ones that they open. Currently, those are the only two ticket visibility options.

An existing authorized user can simply open a support ticket to request removal of access for other users.