Title: Description of Each Support Form Type
Last Updated: 5-13-2024
Applicable to: Camin Cargo Employees
Overview:
The Support Portal provides a fast and easy way to access all support-related services. It's important to choose the appropriate Support Form to ensure you receive the assistance you need efficiently. Selecting the correct form helps streamline your request, reducing the time it takes to resolve your issue. Choosing the wrong form can delay the process, as you may need to provide additional information and resubmit your request using the correct form.
Objective:
This section will help you understand the specific purposes of each support form, ensuring you can select the most appropriate one for your needs.
Support Forms:
Polaris Ticket Template Forms
POLARIS: (01) Access to Polaris / E-Signature
• Polaris Modules Access
• E-Signature Access
POLARIS: (02) Customer Configurations
• Adding new customers
• Assign branches to existing POC Accounts
• Updates to POC Accounts
o Addresses
o Email
o Phone #
o Instructions
o Report Settings
o Invoice Settings
• Attachments:
Currently MSG attachments can NOT be attached to a Ninja One ticket. If you have a customer’s nomination in MSG format then please do one of the following:
1-Convert the MSG to PDF and attach to the Ninja One ticket
2-After you submit the Ninja One ticket, forward the attachment to GrowlingsSupport@camincargo.com
and include the Ninja One ticket # in the subject line
POLARIS: (03) Reporting Distribution
• Adding / removing contacts from POC Accounts
• Adding new contacts
POLARIS: (04) Job File Updates / Status Change
• Change Vessel Name in file
• Update Product/Grade in file
• Changes to Ops/Lab/Billing Status
• Cancel / Un-Cancel Files
• Unlock Files
POLARIS: (05) Ops Configs (Term-Products-Vessels)
• Vessel/Barge Configurations
• Product Configurations
• Terminal Configurations
• Vessel Company Configurations
• Timelog Configurations
POLARIS: (06) Reports
• Report Updates
• Report Errors
• Subject Line Configurations
POLARIS: (07) VEF
• Exclude Voyages
• Delete Voyages
POLARIS: (08) ECM - Employee Cert. Management
• ECM Configurations
POLARIS: (09) FIT - Timesheet & Approval
• Timesheet & Expenses
• Inspector Scheduler
• Approval
POLARIS: (10) Errors
• Polaris errors
POLARIS: (11) Wishlist / New-Update Feature
• Feature Enhancement
• New Feature
• Wishlist
Lab Polaris Ticket Template Forms
LAB POLARIS: (01) Lab Support (Grades-Slates-Test)
• For test / slate / grade modifications or additions
LAB POLARIS: (02) Sample Disposal Configurations
• For retain questions or changes
Lab (Non-Polaris) Ticke Template Forms
LAB: (1) General Lab Support (Non-Polaris Related)
• For lab related questions or help with lab issues
Contracts Ticket Template Forms
CONTRACTS: (1) Billing / Contracts
• Pricing Requests
• Quotes
• Update CID’s
• Contract Interpretation Questions
CRB Ticket Template Forms
CRB: (01) VEF Updates
• Update recent VEF data into Polaris.
CRB: (02) Navarik VEF
• Request to pull a VEF from the Navarik portal. Only applies to Customer part of the Navarik VEF Consortium.
CRB: (03) COQ Splits
• Request to create and balance COQ splits (2 or more) from the confirmed quantities as requested by customer
IT-HW Ticket Template Forms
IT-HW: Software Related
• Requests involving software that IT supports other than Polaris.
IT-HW: Account Related
• Microsoft Windows Account support requests.
IT-HW: Hardware Related
• Requests involving IT hardware such as laptops, desktops, phones, monitors, etc.
IT-HW: Network Related
• Any network related item such as VPN, Internet, WiFi, etc.
Precautions:
Always make sure you are accessing the correct website. A simple misspelling or reversal of letters can bring up a site that looks like the one you are trying to access but is a malicious website.
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