Help Center
  1. Help Center
  2. Customer Service

Customer Service

Welcome! You can raise a Customer Service request from the options provided.

  • Technical support

    Need help installing, configuring, or troubleshooting? Select this to request assistance.

Please fill out all fields and use as much detail as possible, so we can help you as quickly as possible.
Limited or vague information will slow the support process significantly.

Required fields are marked with an asterisk*

CE = Dynamic, Core 100, LE = Omnia, EP = Invictus

INCLUDE FAULT CODE

DESCRIBE THE OPERATING MODE, STATUS, AND SEQUENCE OF EVENTS

Drag and drop files, paste screenshots, or browse
Powered by Jira Service Management
{"xsrfToken":"dc5ff6af00d6d8f5f54738f7d0e87d7c3f488602_lout","branding":{"id":"5","key":"tcs","name":"Customer Service","portalBaseUrl":"/servicedesk/customer/portal/5","logoUrl":"/rest/servicedesk/1/customer/viewport-resources/portal-logo/5/2","theme":{"headerBGColor":"#ffffff","headerLinkColor":"#292929","headerLinkHoverColor":"#001d3b","headerLinkHoverBGColor":"#001d3b","headerBadgeColor":"#001d3b"}},"helpCenterBranding":{"logoId":"","isLogoAvailable":false,"helpCenterTitle":"Welcome to the Help Center","sharedPortalName":"Help Center","translations":{"en-US":{"helpCenterTitle":"Welcome to the Help Center","sharedPortalName":"Help Center","localeDisplayName":"English (United States)"}},"canEditAnnouncement":false,"siteDefaultLanguageTag":"en-US","userLanguageTag":"en-US","portalThemeColor":"#0074e0","helpCenterTitleColor":"#ffffff","useDefaultBanner":true,"isBannerAvailable":false,"hasTopBarBeenSplit":false},"portal":{"id":"5","key":"tcs","projectId":10006,"serviceDeskId":5,"name":"Customer Service","description":"<p>Welcome! You can raise a Customer Service request from the options provided.</p>","portalBaseUrl":"/servicedesk/customer/portal/5","reqTypes":[{"id":"42","name":"Technical support","descriptionHtml":"<p>Please fill out all fields and use as much detail as possible, so we can help you as quickly as possible.<br> Limited or vague information will slow the support process significantly.</p>","callToAction":"Technical support","introHtml":"<p>Need help installing, configuring, or troubleshooting? Select this to request assistance.</p>","icon":10472,"iconUrl":"https://pctebi.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10472","groups":[9],"key":""},{"id":"46","name":"Emailed request","descriptionHtml":"","callToAction":"Emailed request","introHtml":"<p>Request received from your email support channel.</p>","icon":10492,"iconUrl":"https://pctebi.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10492","groups":[],"key":""}],"reqGroups":[{"id":9,"name":"General"}],"orderMapping":{"9":[42]},"kbs":{"kbEnabled":true,"kbLink":{"appLinkId":"c8ef8b1d-a7f3-30de-b92c-00cc2d972656","appLinkName":"System Confluence","appLinkUrl":"https://pctebi.atlassian.net/wiki","spaceKey":"KNOW","spaceName":"KnowledgeBase","spaceUrl":"https://pctebi.atlassian.net/wiki/spaces/KNOW","isServer":false},"labels":[],"projectKey":"PCT","serviceDeskId":5,"kbLinkDomainURLs":["https://pctebi.atlassian.net"]},"createPermission":true,"portalAnnouncement":{"portalId":5,"canEditAnnouncement":false,"canAdministerProject":false,"portalProjectKey":"PCT","userLanguageHeader":"","userLanguageMessageWiki":"","defaultLanguageHeader":"","defaultLanguageMessage":"","defaultLanguageDisplayName":"English (United States)","isUsingLanguageSupport":false,"translations":{}},"canViewCreateRequestForm":true,"isProjectSimplified":false,"mediaApiUploadInformation":{"token":"eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiIyOWQ4M2YzZC1lOGNkLTRmNGYtOWM3Ni1kNjUzNDY2ODU5NGQiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpjb2xsZWN0aW9uOnVwbG9hZC1wcm9qZWN0LTEwMDA2IjpbInJlYWQiLCJjcmVhdGUiLCJ1cGRhdGUiXSwidXJuOmZpbGVzdG9yZTp1cGxvYWQ6KiI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl0sInVybjpmaWxlc3RvcmU6Y2h1bms6KiI6WyJyZWFkIiwiY3JlYXRlIl19LCJleHAiOjE3NTIwNzUxNzksIm5iZiI6MTc1MjA3Mzk3OX0.xV9xT7DzX9rewYCCdDRoxzQ_o1txN5XW1qlMITOWkEI","targetCollection":"upload-project-10006","endpointUrl":"https://api.media.atlassian.com","clientId":"29d83f3d-e8cd-4f4f-9c76-d6534668594d","tokenDurationInMins":20},"categories":{"categoriesSupported":true,"categories":[]}},"reqCreate":{"id":42,"projectId":10006,"issueType":{"id":"10012","name":"Support"},"form":{"name":"Technical support","descriptionHtml":"<p>Please fill out all fields and use as much detail as possible, so we can help you as quickly as possible.<br/>\nLimited or vague information will slow the support process significantly.</p>","callToAction":"Technical support","intro":"<p>Need help installing, configuring, or troubleshooting? Select this to request assistance.</p>","instructions":"<p>Please fill out all fields and use as much detail as possible, so we can help you as quickly as possible.<br/>\nLimited or vague information will slow the support process significantly.</p>","icon":10472,"iconUrl":"https://pctebi.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10472","key":""},"fields":[{"fieldType":"text","fieldId":"email","fieldConfigId":"","label":"Email confirmation to","description":"","descriptionHtml":"","required":true,"displayed":true,"presetValues":[]},{"fieldType":"text","jiraFieldType":"com.atlassian.jira.plugin.system.customfieldtypes:textfield","fieldId":"customfield_10046","fieldConfigId":"10159","label":"Serial #","description":"","descriptionHtml":"","required":true,"displayed":true,"presetValues":[]},{"fieldType":"select","jiraFieldType":"com.atlassian.jira.plugin.system.customfieldtypes:select","fieldId":"customfield_10063","fieldConfigId":"10181","label":"Machine Family","description":"CE = Dynamic, Core 100, LE = Omnia, EP = Invictus","descriptionHtml":"<p>CE = Dynamic, Core 100, LE = Omnia, EP = Invictus</p>","required":false,"displayed":true,"presetValues":[],"values":[{"value":"10112","label":"CE","selected":false,"children":[]},{"value":"10113","label":"Core","selected":false,"children":[]},{"value":"10110","label":"LE","selected":false,"children":[]},{"value":"10111","label":"EP","selected":false,"children":[]},{"value":"10128","label":"EX","selected":false,"children":[]},{"value":"10129","label":"EB Lab","selected":false,"children":[]}],"noneOptionRequired":true},{"fieldType":"text","jiraFieldType":"summary","fieldId":"summary","fieldConfigId":"","label":"Summary","description":"INCLUDE FAULT CODE","descriptionHtml":"<p>INCLUDE FAULT CODE</p>","required":true,"displayed":true,"presetValues":[]},{"fieldType":"textarea","jiraFieldType":"description","fieldId":"description","fieldConfigId":"","label":"Description","description":"DESCRIBE THE OPERATING MODE, STATUS, AND SEQUENCE OF EVENTS","descriptionHtml":"<p>DESCRIBE THE OPERATING MODE, STATUS, AND SEQUENCE OF EVENTS</p>","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":[]}],"userOrganisations":[],"canBrowseUsers":false,"requestCreateBaseUrl":"/servicedesk/customer/portal/5/create/42","requestValidateBaseUrl":"/servicedesk/customer/portal/5/validate/42","calendarParams":{"firstDay":0,"date":"2025-07-09T10:12:59-0500","useISO8601WeekNumbers":false,"dateIfFormat":"%e/%b/%y","dateTimeIfFormat":"%e/%b/%y %I:%M %p","timeFormat":"12"},"kbs":{"kbEnabled":true,"kbLink":{"appLinkId":"c8ef8b1d-a7f3-30de-b92c-00cc2d972656","appLinkName":"System Confluence","appLinkUrl":"https://pctebi.atlassian.net/wiki","spaceKey":"KNOW","spaceName":"KnowledgeBase","spaceUrl":"https://pctebi.atlassian.net/wiki/spaces/KNOW","isServer":false},"labels":[],"projectKey":"PCT","serviceDeskId":5,"kbLinkDomainURLs":["https://pctebi.atlassian.net"]},"canRaiseOnBehalf":false,"canSignupCustomers":false,"canCreateAttachments":true,"attachmentRequiredField":false,"hasGroups":true,"canSubmitWithEmailAddress":false,"showRecaptcha":true,"siteKey":"6LePXLkdAAAAAF4gCNalrL1IvZcqbNbZf_Zakudd","mediaApiUploadInformation":{"token":"eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiIyOWQ4M2YzZC1lOGNkLTRmNGYtOWM3Ni1kNjUzNDY2ODU5NGQiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpjb2xsZWN0aW9uOnVwbG9hZC1wcm9qZWN0LTEwMDA2IjpbInJlYWQiLCJjcmVhdGUiLCJ1cGRhdGUiXSwidXJuOmZpbGVzdG9yZTp1cGxvYWQ6KiI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl0sInVybjpmaWxlc3RvcmU6Y2h1bms6KiI6WyJyZWFkIiwiY3JlYXRlIl19LCJleHAiOjE3NTIwNzUxNzksIm5iZiI6MTc1MjA3Mzk3OX0.xV9xT7DzX9rewYCCdDRoxzQ_o1txN5XW1qlMITOWkEI","targetCollection":"upload-project-10006","endpointUrl":"https://api.media.atlassian.com","clientId":"29d83f3d-e8cd-4f4f-9c76-d6534668594d","tokenDurationInMins":20},"hasProformaForm":true,"proformaTemplateForm":{},"proforma":{"formExists":false,"formValid":true,"formTemplateData":{},"linkedJiraFields":[]},"key":""},"portalWebFragments":{"headerPanels":[],"subheaderPanels":[],"footerPanels":[],"pagePanels":{"propertyPanels":[],"legacyPropertyPanels":[]}}}
{"headless":false,"tourEnabled":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=pctebi","contactLink":"/secure/ContactAdministrators!default.jspa","serviceDeskVersion":"3.3.0-OD","contextPath":"","xsrfToken":"dc5ff6af00d6d8f5f54738f7d0e87d7c3f488602_lout","baseUrl":"https://pctebi.atlassian.net/servicedesk/customer","relativeBaseUrl":"/servicedesk/customer","jiraDisplayUrl":"https://pctebi.atlassian.net","customerLoginEnabled":true,"maxAttachmentSize":"1073741824","gravatarEnabled":true,"onDemand":true,"disabledFeatures":[],"enabledDarkFeatures":[],"calendarDateData":{"months":["January","February","March","April","May","June","July","August","September","October","November","December"],"monthsShort":["Jan","Feb","Mar","Apr","May","Jun","Jul","Aug","Sep","Oct","Nov","Dec"],"weekdaysShort":["Sun","Mon","Tue","Wed","Thu","Fri","Sat"],"weekdays":["Sunday","Monday","Tuesday","Wednesday","Thursday","Friday","Saturday"]},"mediaApiExternalUrl":"https://api.media.atlassian.com","mediaApiAppClientId":"29d83f3d-e8cd-4f4f-9c76-d6534668594d","optedInFeatures":{},"fabricEmojiUrl":"/gateway/api","helpCenterType":"BASIC","traceId":"3c86fdce5a284be6b0f3ecae4c7604d2","siteDefaultLanguageTag":"en-US","featuredValues":{"multiHelpCenterEnabled":false,"hcAIAnswersEnabled":false,"jsmAiConfigEnabled":false,"helpCenterCustomizationEnabled":false},"helpCenterHomePageSlug":"portals","anonymousEnabled":true,"requestIntroEnabled":true}