Cases can only be created in Helios.

There are two ways you can create a case in Helios;

1. From an Open Issue
2. From the systems Issues & cases log page

From an Open Issue

1. Navigate to Asset Management -> Open Issues in the main menu bar.
2. This will list all open issues for your systems. The last column on each issue will either display the case number of an existing case or have a “Raise new case” link. Click on the link.

From the System Page

If there is no open issue and you still want to raise a case you can do so from a specific system.

1. Navigate to the system you want to raise the case for.
2. In the system submenu choose Asset management -> Issues & cases log.
3. Click on “Raise new case” under the Open Cases

Please fill in the necessary fields. In addition to what is displayed here, information about system details willautomatically be included in the case.

Click on Submit. If the case is successfully created you will receive a confirmation.

Please note that case information is only updated in Helios every 24 hours, so your new case will not be visible until the following day.

Once you have submitted the case one of our support staff will be assigned to it and send you a confirmation email with the relevant case number within 48hrs.

The case status will be updated in the Open Cases page every 24 hours.