Welcome to the CAIS Online Helpdesk! If you run into any problems with the functions of the Online Helpdesk, please don't hesitate to contact your CAIS support representative.

Note: The CAIS Knowledgebase was recently upgraded. Due to the fact that it can now be accessed outside of the Online Helpdesk, we have had to password protect it. The same username and password that is used to access the CAIS Subwebs can be used to access the knowledgebase.

 

 

 

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With Self Service, you can accomplish the following without requesting service directly from your support desk personnel:
  • Request a new password to replace a lost password
  • View your issue ticket history
  • View multiple issues
  • View issue notes
  • Check an issue ticket by Reference ID
  • Submit a new issue
  • Receive an auto-confirmation of an issue ticket via your e-mail
  • Edit any submitted issues
  • Search a knowledge base
  • Look up your support desk contact information

PASSWORD
To request a new password to replace a lost password:

A. Select 'Forgot Your Password?' on the Login page. Follow the onscreen instructions.
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B. Select 'Help' on the Login page. Follow the instructions in Help.

ISSUE HISTORY
To view your issue ticket history:

A. Select the Home button on the Self Service Web page.
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B. Once you have logged in, the Home page appears automatically, containing your issue history.

To view additional issues:

A. Select the More Issues link located after the last issue listed on the Issue History Web page.

To view issue notes:

A. While in Issue History, select the Additional Notes link at the top of the history section.
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B. If you have not added notes to a particular issue, select Add a Note to add a comment to an issue.

To check an issue by Reference ID:

A. While in Issue History, note the Reference ID section on the Web page. If you know the Reference ID number of a specific issue, type this number in the Reference ID field and select Lookup Issue.

SUBMIT AN ISSUE
To submit a new issue:

A. Select the New Issue button on the Web page. Type or select your information for each active field.

To receive an auto-confirmation of that issue via your e-mail:

A. Fill out an issue and press Submit.

To edit any submitted tickets:

A. While in Issue History, select the Edit link at the top of the history section.

SEARCH A KNOWLEDGE BASE
To search using FLS Help:

A. Select the Search button on the Web page. Use the form to enter your question and then click on the adjoining Search button. A new Web page listing the results of your search displays.
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B. Alternatively, you may search a specific knowledge base by clicking on one of the following links:

  • FLS Knowledge Base Index
  • (Other Knowledge Base)

NOTE: After your search has run, click on each of the result links to review the potential resolution to your issue. When you find one or more potential solutions, you can implement the resolution yourself or the resolution text automatically feeds into the Description area of a new issue when you click on I Resolved This Issue. By using this feature, you can let the support desk know that you were able to resolve the issue yourself.

CONTACT THE SUPPORT DESK
To look up your support desk contact information:

A. Select the Contact Information button on the Web page. This is a read only file. Note or manually copy any information you need from this page.