<h2>How to Report an Issue</h2><blockquote>Note: When submitting a ticket for the first time, we recommend <a target="_blank" rel="nofollow noopener noreferrer" href="https://screenmeet.atlassian.net/servicedesk/customer/user/signup">creating an account</a> to easily track and manage your requests in the support portal.</blockquote>To report an issue, please follow this link:&nbsp;<a target="_blank" rel="noopener noreferrer nofollow" href="https://screenmeet.atlassian.net/servicedesk/customer/portal/2/group/2/create/9">https://screenmeet.atlassian.net/servicedesk/customer/portal/2/group/2/create/9</a>.You will be presented with a form that must be filled out to ensure your issue is properly tracked and addressed.<h3>Steps to Report an Issue:</h3><ol><li>Request Type: Select the relevant product the ticket is aboutSeverity: Choose the severity level based on the issue's impact:<ul><li>Severity 1: A critical problem where the ScreenMeet Service is completely down, inaccessible, or unavailable.<ul><li></li></ul><blockquote>Important note regarding Severity 1Severity 1 is for critical production outages where the service is completely unavailable, requiring immediate resolution.For other urgent issues, use Severity 2 with “Urgent” in the title to ensure prompt handling within SLA guidelines.</blockquote></li><li>Severity 2: A major problem where the service is severely limited or degraded, causing significant impact to operations.</li><li>Severity 3: A non-critical issue affecting performance but not hindering normal operations. A workaround may be available.</li><li>Severity 4: A minor or cosmetic problem with minimal business impact (e.g., documentation errors or operational nuisances).</li></ul></li><li>Session ID: Provide the unique session ID for the affected session. This can be found:<ul><li>In the URL of the agent’s browser (see example below).</li><li>In session history.</li><li>Via the CRM case number.</li></ul></li><li>Summary: Write a brief summary of the issue.</li><li>Platform: Indicate the platform or CRM used.</li><li>Description: Provide detailed information to help troubleshoot the issue, including:<ul><li>Steps to reproduce the problem.</li><li>Relevant details about the bug.</li></ul></li><li>Attachments: Include any images or videos showing the issue to assist in observation and resolution.</li></ol><h3>After Submission</h3>Once the issue is submitted:<ul><li>You will receive an email confirmation with a ticket number for tracking.</li><li>All communications regarding the issue will be handled via email.</li><li>A support agent will respond as quickly as possible.</li></ul><hr><h3>Viewing Support Desk Tickets</h3>By default, you can view ticket updates via the email responses sent to you after submitting a ticket. However, to gain full access to view and manage your tickets in the support portal, follow these steps:<h4>If You Have Already Submitted a Ticket:</h4><ol><li>Submit a Ticket:<ul><li>Submit your ticket as described above. After submission, you will receive a reference number via email.</li></ul></li><li>Create Your Account:<ul><li>Click "Forgot Password" on the login screen of the support portal.</li><li>Enter the same email address you used to submit your ticket.</li><li>Follow the instructions sent to your email to set up a password.</li></ul></li><li>Log In to the Portal:<ul><li>Visit the support portal and log in with your email and newly created password.</li></ul></li><li>Access Your Tickets:<ul><li>After logging in, navigate to the "Requests" page. You can do this by:<ul><li>Clicking the "All Requests" link or navigating to the provided URL.</li></ul></li><li>On this page, you will see a list of all tickets submitted by your organization.</li></ul></li><li>What to Expect:<ul><li>The "Requests" page displays the following details:<ul><li>Type: The category of the request (e.g., technical support).</li><li>Reference: The unique reference number for the ticket.</li><li>Summary: A brief description of the issue.</li><li>Status: The current status of the ticket (e.g., Open, In Progress, Awaiting Customer Response).</li><li>Requester: The person who submitted the ticket.</li></ul></li><li>You can search, filter, and view the status of all tickets submitted by your organization.</li></ul></li></ol><h4>If You Have Not Yet Submitted a Ticket:</h4><ol><li>Create an Account:<ul><li>Visit the support portal and enter your email address on the login screen.</li><li>Click "Next" to proceed to the sign-up page.</li><li>Click "Sign Up with Password" and create a password for your account.</li></ul></li><li>Log In:<ul><li>After creating your account, log in with your email and password.</li></ul></li><li>Submit a Ticket:<ul><li>Follow the steps in the "How to Report an Issue" section above to submit your first ticket.</li></ul></li><li>Access Your Tickets:<ul><li>After submission, you can navigate to the "Requests" page to view and manage all tickets submitted by your organization.</li></ul></li></ol>

Reporting Issues & Creating Portal Account

Getting Application from ServiceNow Store

Using your Azure Blob for ScreenMeet File Storage

Minimal Cobrowse Script

Frequently Asked Questions

Timeout Settings

July

Remote Control

IP Access Control Feature

Live Release Notes Q2 2024

Video Chat Integration

Cobrowse Settings

CoBrowse Release Notes Q2 23

Connecting to Mac devices

Connecting to a Device Using Beam

Windows Tools

Starting a session

CoBrowse Release Notes Q1 22

Remote Support Release Notes Q4 24

Clipboard

Release Summer 21 (1.14)

Virtual Agent Integration w/ ScreenMeet

Android SDK Quickstart

Security

Remote Support Release Notes Q3 23

Replay Settings

Custom Copy

CoBrowse Deployments

AI Summary History

Integration Signing Key

Microsoft D365 Release Notes Q4 2022

Replay Release Notes Q2 24

October

Live Settings

ScreenMeet Console Customers

Hosting a Desktop Session

Remote Support Release Notes Q2 23

Creating a Replay Recording

AI Assist Overview

Included Reports and how to add them into Dashboards

Custom Domain

Networking Configuration

AI Summarization

Remote Support

Overview

Remote Support Settings

CoBrowse Release Notes Q2 24

Sign in to console.screenmeet.com

Multiple Domain and Subdomain support

February

File Transfer Settings

Exporting ScreenMeet + Salesforce data to third party visualization tools

Beam Release Notes Q1 24

Regional Geo-Fencing

Custom Branding

AI Assist

Configure API service

Beam Release Notes Q3 23

Joining & Completing a Live Plus session

Egress IP Addresses

Custom URL

Starting a Session from within Salesforce

Settings and Policies

Requirements

How To Install ScreenMeet in Your Genesys Instance

Localization

Configuring Environment Variables

Reviewing a Session

August

Remote Support Release Notes Q1 23

Live Release Notes Q2 22

Release Summer 2020 (1.9)

Device Requirements

System Information

Create Multiple Sessions

ServiceNow Release Notes Q4 24

403 Forbidden while making API request

Manage Beam Group Permission Set

ScreenMeet Platform Release Notes Q3 23

Remote Support Release Notes - Q1 22

Screen Annotation

Creating a Session

Custom Background

Remote Support Release Notes Q2 24

AI Summary Studio

Instructions to Person at End Point Device

Beam Client: Installation, Deployment, and Configuration Guide

Beam Groups: Setup, Settings, and Access Management

Component settings

Customer initiated sessions with a chatbot

ScreenMeet 2024 Release Notes

Package Installation Error - Case-Case Layout: feedLayout is not supported for this layout

Developer Notes (3.0.11)

Starting a Session from Dynamics

ScreenMeet Platform Release Notes Q1 23

Remote Support Release Notes Q2 22