The support team are here to help you and your day-to-day work on COINS.

Whether you can't post a journal, an order won't commit, a figure on your CVR doesn't make sense or you need a new employee set up – we are here to help.


On any average day we receive a lot of tickets, some simple and straight forward to fix and some more complex that require further investigation.


In order to progress and resolve your issue as quickly and efficiently as possible, here are some tips on raising a ticket and what to include to help us help you faster.


1. Write a Meaningful and Descriptive Summary:


Use wording in the subject of your email or on the portal summary that states what the specific problem is and what you are seeing.

Try using something like this:

EXAMPLE 1 Good: Cannot post journals plot 6 and 147 of contract 4001

Instead of this:

EXAMPLE 2 Not so Good: Cannot post journals

Example 3: Bad: Can't Enter Numbers 


When the help desk team looks at the ticket in Example 1 they can immediately find the contract, plots and journals causing the issue and begin a detailed investigation and route the ticket to the correct expertise in the team.


In example 2 the team will route the ticket to the first person who can check the general status of financial postings in the system (open periods etc.) but general settings will not usually be the cause of one specific issue. Further investigation may require the ticket to be re-routed.


In example 3 there is no real clue to the cause of the problem and the ticket will go through triage until it finds the right resource.


2. Put Details in the Details Section:


In the body of the email (or the details section of the portal) put all the relevant details to the problem such as:

  • What you were doing when the problem happened?
  • Has the problem occurred with other orders/contracts/suppliers etc. of the same type
  • Does this happen every time you do X? Or is it the first time you have tried to enter this type of information or complete this process?
  • Have any changes been made to your system access or job role recently?
  • When did you first notice this? Have other members of your team had similar problems?
  • Include Details of Error Messages and any screen shots that show exactly what the problem is

What is obvious to you may not be so obvious to us - so if you think it will help or are not sure whether to include some detail or other - Let us Know!


We know that usually you want your ticket fixed now! and you haven't got time to provide all this detail in your busy day... But if we don't have enough information it is harder to help.


In any event we may need to have a follow up with you on the nature of the problem - if it was simple you could probably fix it yourself - or someone in the team could. Again - the more information we have up front the better our chances of having the right person on our end of the phone when we discuss your problem.


Hopefully you get the idea...


3. Follow Up


We do our best to answer tickets as they come in. The quicker we can route the ticket to the right resource, the quicker you can have a meaningful response. Often we try to contact the ticket creator by email or telephone and wait to hear back about a clarification.

A good way to follow up on your ticket is to log in to the portal and update your ticket. You can also email us quoting the ticket number. 


Remember: Creating a new help desk ticket requesting an update to another help desk ticket will take extra time for the team member looking up the information.