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Submitting and tracking requests in Volvo Supply Chain Center

  • Updated

To submit a support request in the Help Center

  1. In the Help Center, click Submit a request:

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  1. Select Volvo support function (more information can be found here):mceclip1.png
  2. Fill in the form. Make sure you provide us with all necessary information, it will decrease the time needed to solve your issue. NOTE: mandatory fields are marked with red asterisk.
  3. Enter a subject and description of the problem - try to describe how you found the issue, what did you try to do when it happened. NOTE: Please write your message in English!
  4. Add attachments if needed.
  5. You can add an email address to copy a user on the ticket in CC field (NOTE : CC is visible only when you are logged in).
  6. Click Submit.

Updating a support request in My Tickets with a comment or CC

You can update and add CCs to any existing support request (that is not closed) with a comment. 
 
To update an existing support request:

Click on My Tickets on the main page (you need to be logged in).

 
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By default, the page displays all requests that you have submitted:
 
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  1. To filter your requests by status, select a request status from the Status menu.
    • Open is a ticket that's been assigned to an agent who is working to resolve it.
    • Awaiting your reply is a ticket that's been assigned to an agent, but the agent is waiting for more information from you before resolving the ticket.
    • Solved is displayed when work on the ticket is complete.
  2. To search your requests, enter a search term in the Search Requests box.
  3. To see details about a request, click the request title.

 

Marking a request as solved
You can withdraw a request by marking it as solved. The request must be assigned to an agent before you can mark it as solved.
To mark a request as solved:
  1. Click on My Tickets on the main page.
  2. Click the title of an open request to open it.
  3. Select the option on the lower side of the request to mark it as solved. The request must be assigned to an agent. Otherwise, you do not have the option to mark it as solved.
  4. Enter any comment you want in the reply and click Add Reply.

 

Creating a follow-up to a solved request
You can reopen a solved request by creating a follow-up ticket.
To create a follow-up to a solved request:
  1. Click on My Tickets on the main page.
  2. Click All my requests in the sidebar.
  3. Click the title of a solved request to open it.
    Tip: If you have a long list of requests, filter the view by selecting Solved from the Status menu.
  4. Click the link on the lower side of the request to create a follow-up request.
  5. Complete the follow-up request and click Submit.

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