Atlassian uses cookies to improve your browsing experience, perform analytics and research, and conduct advertising. Accept all cookies to indicate that you agree to our use of cookies on your device.
Atlassian cookies and tracking notice, (opens new window)
Atlassian uses cookies to improve your browsing experience, perform analytics and research, and conduct advertising. Accept all cookies to indicate that you agree to our use of cookies on your device. Atlassian cookies and tracking notice, (opens new window)
Datactics Support Service
  1. Datactics Support Service
  2. Datactics Support

Queries/How-to's

Required fields are marked with an asterisk*
Drag and drop files, paste screenshots, or browse
Powered by Jira Service Management
{"xsrfToken":"8dd3e54f5553c172f530945e3b8b09bf1e09687f_lout","branding":{"id":"8","key":"stm","name":"Datactics Support","portalBaseUrl":"/servicedesk/customer/portal/8","logoUrl":"/rest/servicedesk/1/customer/viewport-resources/portal-logo/8/9","theme":{"headerBGColor":"#ffffff","headerLinkColor":"#292929","headerLinkHoverColor":"#00a1b8","headerLinkHoverBGColor":"#00a1b8","headerBadgeColor":"#00a1b8"}},"helpCenterBranding":{"logoUrl":"https://api.media.atlassian.com/file/d6f978f8-0960-4595-84bf-a90ceb21a4b1/image/cdn?token=eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiIzYWI2ZjA4MC02NzI1LTQ1YTMtOTNiNS0yN2Q0MjVjYWExMmMiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpmaWxlOmQ2Zjk3OGY4LTA5NjAtNDU5NS04NGJmLWE5MGNlYjIxYTRiMSI6WyJyZWFkIl19LCJleHAiOjE3ODE3MzgyNTAsIm5iZiI6MTc4MTczNzY1MH0.8GW5JYZXr71eS4ToVmXIO1UuGRa17ojK-1q5hFITNSA&client=3ab6f080-6725-45a3-93b5-27d425caa12c&mode=fit","logoId":"d6f978f8-0960-4595-84bf-a90ceb21a4b1","isLogoAvailable":true,"helpCenterTitle":"Welcome to the Datactics Support Portal","sharedPortalName":"Datactics Support Service","userInitialAnnouncementHeader":"","userInitialAnnouncementMessageWiki":"","translations":{"en-US":{"helpCenterTitle":"Welcome to the Datactics Support Portal","sharedPortalName":"Datactics Support Service","localeDisplayName":"English (United States)"},"en-GB":{"helpCenterTitle":"Welcome to the Help Center","sharedPortalName":"Help Center","localeDisplayName":"English (United Kingdom)"}},"canEditAnnouncement":false,"siteDefaultLanguageTag":"en-US","userLanguageTag":"en-US","portalThemeColor":"#00c0da","helpCenterTitleColor":"#ffffff","bannerMediaApiUrl":"https://api.media.atlassian.com/file/241eee1f-86aa-485f-838f-49f6449cf02c/image/cdn?token=eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiIzYWI2ZjA4MC02NzI1LTQ1YTMtOTNiNS0yN2Q0MjVjYWExMmMiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpmaWxlOjI0MWVlZTFmLTg2YWEtNDg1Zi04MzhmLTQ5ZjY0NDljZjAyYyI6WyJyZWFkIl19LCJleHAiOjE3ODE3MzgyNTAsIm5iZiI6MTc4MTczNzY1MH0.It_jv4Z9-AbwICZTapu-NPpWlyC7igxC181motX8NHA&client=3ab6f080-6725-45a3-93b5-27d425caa12c&height=300&mode=fit","bannerMediaApiFileId":"241eee1f-86aa-485f-838f-49f6449cf02c","useDefaultBanner":false,"isBannerAvailable":true,"hasTopBarBeenSplit":false},"portal":{"id":"8","key":"stm","projectId":10034,"serviceDeskId":8,"name":"Datactics Support","description":"<p>Here you can raise an issue or ask any question</p>","portalBaseUrl":"/servicedesk/customer/portal/8","onlyPortal":false,"reqTypes":[{"id":"10276","name":"Licences","descriptionHtml":"","callToAction":"Licences","introHtml":"<p>Licences related queries, issues or renewals</p>","icon":10307,"iconUrl":"https://jiraatdatactics.atlassian.net/rest/servicedeskapi/requesttype/icon/type/issuetype/id/10307","groups":[30],"key":""},{"id":"10131","name":"Queries/How-to's","descriptionHtml":"","callToAction":"Queries/How-to's","introHtml":"<p>Have a request or new feature you would like to see integrated into our products? Feel free to let us know here!</p>","icon":10322,"iconUrl":"https://jiraatdatactics.atlassian.net/rest/servicedeskapi/requesttype/icon/type/issuetype/id/10322","groups":[30],"key":""},{"id":"10130","name":"Raise an Issue","descriptionHtml":"","callToAction":"Raise an Issue","introHtml":"<p>Having an issue with something? Report your problem here and we'll help you out!</p>","icon":10308,"iconUrl":"https://jiraatdatactics.atlassian.net/rest/servicedeskapi/requesttype/icon/type/issuetype/id/10308","groups":[30],"key":""},{"id":"10464","name":"Training","descriptionHtml":"<p>To ensure that we provide the most effective and tailored training experience for you and your team, we kindly ask that you provide the following details about your specific requirements and circumstances.</p>","callToAction":"Training","introHtml":"<p>Datactics Software Training Preparations</p>","icon":10306,"iconUrl":"https://jiraatdatactics.atlassian.net/rest/servicedeskapi/requesttype/icon/type/issuetype/id/10306","groups":[30],"key":""}],"reqGroups":[{"id":30,"name":"General"}],"orderMapping":{"30":[10130,10131,10276,10464]},"kbs":{"kbEnabled":true,"kbLink":{"appLinkId":"4fba4ed2-ad43-3782-97b0-fe4528fec86e","appLinkName":"System Confluence","appLinkUrl":"https://jiraatdatactics.atlassian.net/wiki","spaceKey":"DS","spaceName":"Support Confluence","spaceUrl":"https://jiraatdatactics.atlassian.net/wiki/spaces/DS","isServer":false},"labels":[],"projectKey":"DSS","serviceDeskId":8,"kbLinkDomainURLs":["https://jiraatdatactics.atlassian.net"]},"createPermission":true,"portalAnnouncement":{"portalId":8,"canEditAnnouncement":false,"canAdministerProject":false,"portalProjectKey":"DSS","userLanguageHeader":"","userLanguageMessageWiki":"","defaultLanguageHeader":"","defaultLanguageMessage":"","defaultLanguageDisplayName":"English (United States)","isUsingLanguageSupport":true,"translations":{}},"canViewCreateRequestForm":true,"isProjectSimplified":true,"mediaApiUploadInformation":{"token":"eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiIzYWI2ZjA4MC02NzI1LTQ1YTMtOTNiNS0yN2Q0MjVjYWExMmMiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTp1cGxvYWQ6KiI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl0sInVybjpmaWxlc3RvcmU6Y29sbGVjdGlvbjp1cGxvYWQtdXNlci1jb2xsZWN0aW9uLTE4ODgzMzE0NDIiOlsicmVhZCIsImNyZWF0ZSIsInVwZGF0ZSJdLCJ1cm46ZmlsZXN0b3JlOmNodW5rOioiOlsicmVhZCIsImNyZWF0ZSJdfSwiZXhwIjoxNzgxNzM4ODUwLCJuYmYiOjE3ODE3Mzc2NTAsImFub25JZCI6ImFub24tdXNlciIsImh0dHBzOi8vaWQuYXRsYXNzaWFuLmNvbS9hcHBBY2NyZWRpdGVkIjpmYWxzZX0.hUv-y-zoybxxUoOMFeP3COHeq-dtfwZyJjSmp-xqMGE","targetCollection":"upload-user-collection-1888331442","endpointUrl":"https://api.media.atlassian.com","clientId":"3ab6f080-6725-45a3-93b5-27d425caa12c","tokenDurationInMins":20},"categories":{"categoriesSupported":true,"categories":[]}},"reqCreate":{"id":10131,"projectId":10034,"issueType":{"id":"10131","name":"Queries/How-to's"},"form":{"name":"Queries/How-to's","descriptionHtml":"","callToAction":"Queries/How-to's","intro":"<p>Have a request or new feature you would like to see integrated into our products? Feel free to let us know here!</p>","instructions":"","icon":10322,"iconUrl":"https://jiraatdatactics.atlassian.net/rest/servicedeskapi/requesttype/icon/type/issuetype/id/10322","key":""},"fields":[{"fieldType":"text","fieldId":"email","fieldConfigId":"","label":"Email confirmation to","description":"","descriptionHtml":"","required":true,"displayed":true,"presetValues":[]},{"fieldType":"select","jiraFieldType":"com.atlassian.jira.plugin.system.customfieldtypes:select","fieldId":"customfield_10260","fieldConfigId":"10436","label":"Product affected?","description":"","descriptionHtml":"","required":false,"displayed":true,"presetValues":[],"values":[{"value":"11043","label":"ADQ","selected":false,"children":[]},{"value":"10745","label":"DQM","selected":false,"children":[]},{"value":"10746","label":"DQC","selected":false,"children":[]},{"value":"10744","label":"FlowDesigner","selected":false,"children":[]},{"value":"10860","label":"Transform Library","selected":false,"children":[]},{"value":"10861","label":"Server Licence","selected":false,"children":[]},{"value":"10871","label":"Other","selected":false,"children":[]}],"noneOptionRequired":true},{"fieldType":"text","jiraFieldType":"summary","fieldId":"summary","fieldConfigId":"","label":"Summary","description":"","descriptionHtml":"","required":true,"displayed":true,"presetValues":[]},{"fieldType":"textarea","jiraFieldType":"description","fieldId":"description","fieldConfigId":"","label":"Description","description":"","descriptionHtml":"","required":true,"displayed":true,"presetValues":[],"rendererType":"atlassian-wiki-renderer"},{"fieldType":"attachment","jiraFieldType":"attachment","fieldId":"attachment","fieldConfigId":"","label":"Attachment","description":"","descriptionHtml":"","required":false,"displayed":true,"presetValues":[]},{"fieldType":"select","jiraFieldType":"com.atlassian.plugins.atlassian-connect-plugin:io.tempo.jira__account","fieldId":"customfield_10039","fieldConfigId":"10157","label":"Account","description":"Tempo Account Custom Field","descriptionHtml":"<p>Tempo Account Custom Field</p>","required":false,"displayed":false,"presetValues":[],"values":[{"value":"3","label":"Neuberger Berman","selected":false,"children":[]},{"value":"4","label":"Renfrewshire","selected":false,"children":[]},{"value":"6","label":"Technology","selected":false,"children":[]},{"value":"9","label":"Support","selected":false,"children":[]},{"value":"10","label":"Nu Skin","selected":false,"children":[]},{"value":"11","label":"NHSBSA","selected":false,"children":[]},{"value":"12","label":"A. J. Gallagher","selected":false,"children":[]},{"value":"13","label":"Bank of Ireland","selected":false,"children":[]},{"value":"14","label":"Maybank","selected":false,"children":[]},{"value":"15","label":"M and G","selected":false,"children":[]},{"value":"16","label":"MoD","selected":false,"children":[]},{"value":"17","label":"Thomson Reuters","selected":false,"children":[]},{"value":"21","label":"Devon County Council","selected":false,"children":[]}],"noneOptionRequired":true},{"fieldType":"checkbox","jiraFieldType":"com.atlassian.jira.plugin.system.customfieldtypes:multicheckboxes","fieldId":"customfield_11461","fieldConfigId":"12204","label":"Customization","description":"","descriptionHtml":"","required":false,"displayed":false,"presetValues":[],"values":[{"value":"12690","label":"Yes","selected":false,"children":[]}]},{"fieldType":"select","jiraFieldType":"priority","fieldId":"priority","fieldConfigId":"","label":"Priority","description":"","descriptionHtml":"","required":false,"displayed":false,"presetValues":[],"values":[{"value":"1","label":"Highest","selected":false,"children":[]},{"value":"2","label":"High","selected":false,"children":[]},{"value":"3","label":"Medium","selected":true,"children":[]},{"value":"4","label":"Low","selected":false,"children":[]},{"value":"10002","label":"Lowest","selected":false,"children":[]},{"value":"10000","label":"Request","selected":false,"children":[]},{"value":"10001","label":"Complaint","selected":false,"children":[]},{"value":"10004","label":"Internal","selected":false,"children":[]}],"noneOptionRequired":false},{"fieldType":"select","jiraFieldType":"com.atlassian.jira.plugin.system.customfieldtypes:select","fieldId":"customfield_10575","fieldConfigId":"10886","label":"Offending Version","description":"","descriptionHtml":"","required":false,"displayed":false,"presetValues":[],"values":[{"value":"11472","label":"ADQ - 1.4.1","selected":false,"children":[]},{"value":"11473","label":"ADQ - 1.4.2","selected":false,"children":[]},{"value":"11470","label":"ADQ - 1.5","selected":false,"children":[]},{"value":"11471","label":"ADQ - 1.6","selected":false,"children":[]},{"value":"12657","label":"ADQ - 1.7","selected":false,"children":[]},{"value":"13176","label":"ADQ - 1.8","selected":false,"children":[]},{"value":"13209","label":"ADQ - 1.8.1","selected":false,"children":[]},{"value":"13210","label":"ADQ - 1.9","selected":false,"children":[]}],"noneOptionRequired":true},{"fieldType":"select","jiraFieldType":"com.atlassian.jira.plugin.system.customfieldtypes:select","fieldId":"customfield_10573","fieldConfigId":"10884","label":"Release Version","description":"","descriptionHtml":"","required":false,"displayed":false,"presetValues":[],"values":[{"value":"11454","label":" ADQ - 1.4","selected":false,"children":[]},{"value":"11733","label":" ADQ - 1.5","selected":false,"children":[]},{"value":"11734","label":" ADQ - 1.6","selected":false,"children":[]},{"value":"11735","label":" ADQ - 1.7","selected":false,"children":[]},{"value":"11736","label":" ADQ - 1.8","selected":false,"children":[]},{"value":"11737","label":" ADQ - 1.9","selected":false,"children":[]},{"value":"11738","label":" ADQ - 2.0","selected":false,"children":[]},{"value":"13211","label":"ADQ - 1.8.1","selected":false,"children":[]}],"noneOptionRequired":true},{"fieldType":"select","jiraFieldType":"com.atlassian.jira.plugin.system.customfieldtypes:select","fieldId":"customfield_10251","fieldConfigId":"10422","label":"DEV Escalation","description":"","descriptionHtml":"","required":false,"displayed":false,"presetValues":[],"values":[{"value":"10692","label":"Not Needed","selected":false,"children":[]},{"value":"10694","label":"To be Discussed","selected":false,"children":[]},{"value":"11322","label":"Discussing","selected":false,"children":[]},{"value":"10695","label":"Prioritized","selected":false,"children":[]},{"value":"11323","label":"Not Prioritized","selected":false,"children":[]},{"value":"11286","label":"Rejected","selected":false,"children":[]}],"noneOptionRequired":true},{"fieldType":"select","jiraFieldType":"com.atlassian.jira.plugin.system.customfieldtypes:select","fieldId":"customfield_10124","fieldConfigId":"10261","label":"Ticket Product","description":"","descriptionHtml":"","required":false,"displayed":false,"presetValues":[],"values":[{"value":"11241","label":"ADQ","selected":false,"children":[]},{"value":"11242","label":"DQM","selected":false,"children":[]},{"value":"11243","label":"DQC","selected":false,"children":[]},{"value":"11244","label":"FlowDesigner","selected":false,"children":[]},{"value":"11245","label":"License Server","selected":false,"children":[]},{"value":"11246","label":"Non-functional","selected":false,"children":[]}],"noneOptionRequired":true},{"fieldType":"select","jiraFieldType":"com.atlassian.jira.plugin.system.customfieldtypes:select","fieldId":"customfield_10130","fieldConfigId":"10274","label":"Ticket Category","description":"","descriptionHtml":"","required":false,"displayed":false,"presetValues":[],"values":[{"value":"10308","label":"Issue/Bug","selected":false,"children":[]},{"value":"11081","label":"Configuration/Logic Issue","selected":false,"children":[]},{"value":"10966","label":"Usability Issue","selected":false,"children":[]},{"value":"10969","label":"Infrastructure Issues","selected":false,"children":[]},{"value":"10313","label":"Query/How to","selected":false,"children":[]},{"value":"10968","label":"Security Issues","selected":false,"children":[]},{"value":"10346","label":"Licences","selected":false,"children":[]},{"value":"10312","label":"Training Request","selected":false,"children":[]},{"value":"10967","label":"Accessibility Issue","selected":false,"children":[]},{"value":"10349","label":"Communications/Other","selected":false,"children":[]},{"value":"11082","label":"Documentation","selected":false,"children":[]}],"noneOptionRequired":true},{"fieldType":"select","jiraFieldType":"com.atlassian.jira.plugin.system.customfieldtypes:select","fieldId":"customfield_10131","fieldConfigId":"10275","label":"Ticket Resolution","description":"","descriptionHtml":"","required":false,"displayed":false,"presetValues":[],"values":[{"value":"10326","label":"Software Update","selected":false,"children":[]},{"value":"12725","label":"Customer Logic/Config Update","selected":false,"children":[]},{"value":"10325","label":"Configuration Update","selected":false,"children":[]},{"value":"12726","label":"Customization Update","selected":false,"children":[]},{"value":"10327","label":"Logic Correction","selected":false,"children":[]},{"value":"10923","label":"Customer Infra/IT update","selected":false,"children":[]},{"value":"10330","label":"Information Provided","selected":false,"children":[]},{"value":"10331","label":"New License","selected":false,"children":[]},{"value":"10335","label":"Documentation Update","selected":false,"children":[]},{"value":"10336","label":"Training Provided","selected":false,"children":[]},{"value":"10347","label":"Restart Service","selected":false,"children":[]},{"value":"10348","label":"Other/No action needed","selected":false,"children":[]}],"noneOptionRequired":true},{"fieldType":"select","jiraFieldType":"com.atlassian.jira.plugin.system.customfieldtypes:select","fieldId":"customfield_10375","fieldConfigId":"10582","label":"Follow Up","description":"","descriptionHtml":"","required":false,"displayed":false,"presetValues":[],"values":[{"value":"12724","label":"Review With Customer","selected":false,"children":[]},{"value":"11571","label":"Internal Review","selected":false,"children":[]},{"value":"10964","label":"New Documentation needed","selected":false,"children":[]},{"value":"10965","label":"User Training Required","selected":false,"children":[]},{"value":"11038","label":"Update Documentation","selected":false,"children":[]},{"value":"11039","label":"Support Training","selected":false,"children":[]}],"noneOptionRequired":true},{"fieldType":"text","jiraFieldType":"com.atlassian.jira.plugin.system.customfieldtypes:url","fieldId":"customfield_10514","fieldConfigId":"10816","label":"Related Troubleshooting Guide","description":"","descriptionHtml":"","required":false,"displayed":false,"presetValues":[]}],"userOrganisations":[],"canBrowseUsers":false,"requestCreateBaseUrl":"/servicedesk/customer/portal/8/create/10131","requestValidateBaseUrl":"/servicedesk/customer/portal/8/validate/10131","calendarParams":{"firstDay":0,"date":"2026-06-18T00:07:31+0100","useISO8601WeekNumbers":false,"dateIfFormat":"%e/%b/%y","dateTimeIfFormat":"%e/%b/%y %I:%M %p","timeFormat":"12"},"kbs":{"kbEnabled":true,"kbLink":{"appLinkId":"4fba4ed2-ad43-3782-97b0-fe4528fec86e","appLinkName":"System Confluence","appLinkUrl":"https://jiraatdatactics.atlassian.net/wiki","spaceKey":"DS","spaceName":"Support Confluence","spaceUrl":"https://jiraatdatactics.atlassian.net/wiki/spaces/DS","isServer":false},"labels":[],"projectKey":"DSS","serviceDeskId":8,"kbLinkDomainURLs":["https://jiraatdatactics.atlassian.net"]},"canRaiseOnBehalf":false,"canSignupCustomers":false,"canCreateAttachments":true,"attachmentRequiredField":false,"hasGroups":true,"canSubmitWithEmailAddress":false,"showRecaptcha":true,"siteKey":"6LePXLkdAAAAAF4gCNalrL1IvZcqbNbZf_Zakudd","mediaApiUploadInformation":{"token":"eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiIzYWI2ZjA4MC02NzI1LTQ1YTMtOTNiNS0yN2Q0MjVjYWExMmMiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTp1cGxvYWQ6KiI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl0sInVybjpmaWxlc3RvcmU6Y29sbGVjdGlvbjp1cGxvYWQtdXNlci1jb2xsZWN0aW9uLTE4ODgzMzE0NDIiOlsicmVhZCIsImNyZWF0ZSIsInVwZGF0ZSJdLCJ1cm46ZmlsZXN0b3JlOmNodW5rOioiOlsicmVhZCIsImNyZWF0ZSJdfSwiZXhwIjoxNzgxNzM4ODUxLCJuYmYiOjE3ODE3Mzc2NTEsImFub25JZCI6ImFub24tdXNlciIsImh0dHBzOi8vaWQuYXRsYXNzaWFuLmNvbS9hcHBBY2NyZWRpdGVkIjpmYWxzZX0.oCtxmzsm_55zELwrUVygyv2w3CxvPQL8GqEMkVSk4W8","targetCollection":"upload-user-collection-1888331442","endpointUrl":"https://api.media.atlassian.com","clientId":"3ab6f080-6725-45a3-93b5-27d425caa12c","tokenDurationInMins":20},"hasProformaForm":true,"proformaTemplateForm":{},"proforma":{"formExists":false,"formValid":true,"formTemplateData":{},"linkedJiraFields":[]},"key":""},"portalWebFragments":{"headerPanels":[],"subheaderPanels":[],"footerPanels":[],"pagePanels":{"propertyPanels":[],"legacyPropertyPanels":[]}}}
{"headless":false,"wacLink":"https://www.atlassian.com/software/jira/service-desk/powered-by?utm_medium=jira-in-product&utm_source=jira_service_desk_portal_footer&utm_content=jiraatdatactics","serviceDeskVersion":"3.3.0-OD","contextPath":"","xsrfToken":"8dd3e54f5553c172f530945e3b8b09bf1e09687f_lout","baseUrl":"https://jiraatdatactics.atlassian.net/servicedesk/customer","relativeBaseUrl":"/servicedesk/customer","jiraDisplayUrl":"https://jiraatdatactics.atlassian.net","onDemand":true,"mediaApiExternalUrl":"https://api.media.atlassian.com","mediaApiAppClientId":"3ab6f080-6725-45a3-93b5-27d425caa12c","fabricEmojiUrl":"/gateway/api","helpCenterType":"BASIC","traceId":"4cd9444f497142c4b517ca409b4aa0ed","siteDefaultLanguageTag":"en-US","featuredValues":{"multiHelpCenterEnabled":false,"hcAIAnswersEnabled":false,"jsmAiConfigEnabled":true,"helpCenterCustomizationEnabled":false},"helpCenterHomePageSlug":"portals","customerAccountAvailabilty":"JSM_AND_JCS","baseUrlCSM":"https://jiraatdatactics.atlassian.net","edition":"standard","anonymousEnabled":true,"requestIntroEnabled":true}