External & Service
Support
Support in continON is the Support Center: a Report a bug button in every continON app, tickets from external users with their own reference, routing to a responsible unit at first and second level, and a dated history of every step a ticket takes.
The operating model
Problems are reported where they happen. Every continON app carries the same Report a bug button: a subject, a message, bug or improvement, and a screenshot, sent without leaving the screen. The ticket opens as New, administrators are notified in the app, and the reporter follows it under My reported issues.
Tickets from outside the organization arrive in their own list with a reference such as SC-0042-26 and a running number, the application they concern, a category from a three-level tree, a priority, and the bug-or-improvement flag. The external reporter receives an email when the ticket is created and another with the response when it is closed.
Answering is routed, not forwarded. A manager picks the responsible unit and an employee from that unit, who records the first-level feedback with its date; where a ticket needs more, it is sent to a second level with its own unit, assignee and feedback. Every save on an external ticket writes a dated entry to its history, and a closed ticket can no longer be changed.
Runs across
The ticket
Closed, with its history
- Reporter
- Classification
- Unit and assignee
- Dated history
Record
A ticket is reported from the Report a bug button in any continON app — subject, message, bug or improvement, screenshot — or arrives from an external user with its reference and running number.
Classify
External tickets carry the application, a category from a three-level tree, a priority and the bug-or-improvement flag; every ticket opens as New.
Route and respond
A manager picks the responsible unit and an employee from it, who records the first-level feedback; a second level with its own unit, assignee and feedback can follow.
Track to closure
Every save adds a dated entry with the status, the assigned employee and the feedback; closing sends the response to the external reporter and locks the ticket.
Continue as planned work
Accepted improvements continue as planned work where work is managed; the ticket records the request and the response, not the project plan.
Everything inside Support
1 capability
Connected through one operating model
Support does not stand alone.
Records cross module boundaries without being re-entered — these are the relationships continON actually maintains.
- Task Management
Service requests and work orders — the execution side of accepted service and improvement work — are managed as tasks. - System Administration
Ticket categories, priorities, and statuses are lookup-driven reference data maintained by administrators. - Partner Portal
A sign-in portal for the customers and suppliers you trade with: the offers addressed to them, their own orders, payables and receivables, and the dashboards you grant — participation without internal access.
See Support on your own operations.
A guided walkthrough on a sanitized demo tenant — this module, the shared platform, and a connected workflow end to end.