Use setup, support, and tenant tickets
Track tenant setup and support work with clear ownership, sanitized evidence, priority, and completion criteria.
Audience, roles, and scope
Admin setup and tenant-ticket surfaces; public service status and general product documentation remain in Support.
Who this is for
- Tenant administrators and implementation owners
Roles
- Tenant administrator
- Implementation owner
- Support requester
Before you begin
- An authenticated administrator session
- A defined setup task or reproducible tenant issue
Article tags
- setup
- support
- tickets
- tenant
- implementation
Procedures
Follow the sequence and stop when identity, authorization, target, or result differs from the article.
Create or update a tenant ticket
Provide enough safe evidence for triage and define the expected resolution.
- 1Check scope and existing state
Review setup status, current service status, documentation, and existing tickets before creating a duplicate.
- 2Describe the issue safely
Provide tenant, affected feature, time zone, impact, exact sanitized error, reproduction steps, and expected result.
- 3Track to verification
Record ownership and priority, respond through the ticket, test the resolution, and close only after acceptance criteria are met.
The tenant task has one traceable owner, safe diagnostic context, and a verified completion state.
Security and data handling
- Use only the identity, tenant, role, and data scope approved for the task.
- Verify targets and expected effects before saving, sending, publishing, exporting, deleting, or approving.
- Keep secrets and regulated data out of screenshots, URLs, free-text diagnostics, and ordinary support messages.
Known limitations
- Ticket availability, workflow, response targets, and integration with external support systems depend on deployment and contract.
- A ticket does not replace the incident channel for urgent security or broad service-impact events.
Troubleshooting
You cannot open Vianordis Admin
Likely cause: The session expired, the account is not entitled, or the required tenant or role claim is missing.
- Open the service through the approved Vianordis entry point and sign in again.
- Confirm the intended organization, tenant, and account are in use.
- If access remains denied, record the time and request an entitlement check; do not attempt direct-URL bypasses.
A documented control or navigation item is not visible
Likely cause: The current role, subscription, tenant configuration, release status, or feature flag does not expose it.
- Confirm the audience, role, prerequisites, and limitations in this article.
- Refresh after a new sign-in and verify the correct tenant context.
- Ask the responsible administrator whether the capability is enabled before reporting a defect.
A saved change or background result is not visible
Likely cause: Validation failed, processing is incomplete, the view is stale, or the feature is locally simulated rather than persisted.
- Review inline validation, status indicators, filters, and the selected tenant or workspace.
- Refresh once and search by a stable identifier before repeating the action.
- Do not repeat irreversible or externally visible actions until the first operation's state is known.
Source verification
Setup, support, and ticket routes and visible task interactions were reviewed in source.
Reviewed paths at 8f3a86e
src/app/(base)/setup/page.tsxsrc/app/(base)/support/SupportView.tsxsrc/app/(base)/support/tickets/TicketsView.tsxsrc/database/tickets.ts
Contact support
Contact support when
- A repeatable Vianordis Admin error blocks an approved task
- Expected access, tenant scope, data, or status appears incorrect
- A security, privacy, financial, compliance, or data-loss concern is suspected
Include
- The page, action, expected result, and exact error text
- The time of occurrence with time zone and whether it is reproducible
- Your tenant, role, browser, and sanitized record or correlation identifier
- The troubleshooting steps already completed
Never include
- Passwords, access tokens, API keys, recovery codes, session cookies, or private keys
- Unredacted personal, financial, health, student, employee, or other regulated data
- Confidential documents or message bodies unless support provides an approved secure channel