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{"xsrfToken":"934bc33892b27851fb23a9c961704bbe294a7c01_lout","branding":{"id":"3","key":"sup","name":"Emersion Service Desk","portalBaseUrl":"/servicedesk/customer/portal/3"},"helpCenterBranding":{"logoUrl":"/rest/servicedesk/1/customer/viewport-resources/image","logoId":"4","isLogoAvailable":true,"helpCenterTitle":"Emersion Service Desk","sharedPortalName":"Emersion Service Desk","userInitialAnnouncementHeader":"Emersion Service Desk","userInitialAnnouncementMessageWiki":"<p><img class=\"emoticon\" src=\"/servicedesk/customershim/images/icons/emoticons/information.png\" height=\"16\" width=\"16\" align=\"absmiddle\" alt=\"\" border=\"0\"> You can view your existing requests (tickets) by clicking the <b>Requests</b> button on the top right next to your login avatar.</p>\n<hr>\n<p><img class=\"emoticon\" src=\"/servicedesk/customershim/images/icons/emoticons/information.png\" height=\"16\" width=\"16\" align=\"absmiddle\" alt=\"\" border=\"0\"> The answer to your question may be contained in the <a href=\"https://resources.emersion.com\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\" style=\"text-decoration: underline;\">Emersion Knowledge Base (EKB)</a> This site contains a collection of articles that detail many aspects of the Emersion system - including step-by-step guides, screenshots and videos.<br> <img class=\"emoticon\" src=\"/servicedesk/customershim/images/icons/emoticons/information.png\" height=\"16\" width=\"16\" align=\"absmiddle\" alt=\"\" border=\"0\"> You will be required to use your Cumulus login to access the EKB.</p>\n<hr>","translations":{"fi-FI":{"localeDisplayName":"Finnish (Finland)"},"uk-UA":{"localeDisplayName":"Ukrainian (Ukraine)"},"en-US":{"helpCenterTitle":"Emersion Service Desk","sharedPortalName":"Emersion Service Desk","announcementHeader":"Emersion Service Desk","announcementMessage":"(i) You can view your existing requests (tickets) by clicking the *Requests* button on the top right next to your login avatar.\n----\n\n(i) The answer to your question may be contained in the [Emersion Knowledge Base (EKB)|https://resources.emersion.com] This site contains a collection of articles that detail many aspects of the Emersion system - including step-by-step guides, screenshots and videos.\n(i) You will be required to use your Cumulus login to access the EKB.\n----","localeDisplayName":"English (United States)"},"no-NO":{"localeDisplayName":"Norwegian (Norway)"},"zh-CN":{"localeDisplayName":"Chinese (China)"},"is-IS":{"localeDisplayName":"Icelandic (Iceland)"},"nl-NL":{"localeDisplayName":"Dutch (Netherlands)"},"cs-CZ":{"localeDisplayName":"Czech (Czechia)"},"ja-JP":{"localeDisplayName":"Japanese (Japan)"},"hu-HU":{"localeDisplayName":"Hungarian (Hungary)"},"de-DE":{"localeDisplayName":"German (Germany)"},"ko-KR":{"localeDisplayName":"Korean (South Korea)"},"pt-BR":{"localeDisplayName":"Portuguese (Brazil)"},"sk-SK":{"localeDisplayName":"Slovak (Slovakia)"},"es-ES":{"localeDisplayName":"Spanish (Spain)"},"it-IT":{"localeDisplayName":"Italian (Italy)"},"ru-RU":{"localeDisplayName":"Russian (Russia)"},"pl-PL":{"localeDisplayName":"Polish (Poland)"},"pt-PT":{"localeDisplayName":"Portuguese (Portugal)"},"ro-RO":{"localeDisplayName":"Romanian (Romania)"},"sv-SE":{"localeDisplayName":"Swedish (Sweden)"},"da-DK":{"localeDisplayName":"Danish (Denmark)"},"et-EE":{"localeDisplayName":"Estonian (Estonia)"},"en-UK":{"localeDisplayName":"English (UK)"},"fr-FR":{"localeDisplayName":"French (France)"},"vi-VN":{"localeDisplayName":"Vietnamese (Vietnam)"},"en-GB":{"localeDisplayName":"English (United Kingdom)"}},"canEditAnnouncement":false,"siteDefaultLanguageTag":"en-US","userLanguageTag":"en-US","portalThemeColor":"#006085","helpCenterTitleColor":"#ffffff","useDefaultBanner":true,"isBannerAvailable":false,"hasTopBarBeenSplit":false},"portal":{"id":"3","key":"sup","projectId":10201,"serviceDeskId":3,"name":"Emersion Service Desk","description":"<p>Welcome to the Emersion Service Desk. You can raise a Support request from the options provided.</p>","portalBaseUrl":"/servicedesk/customer/portal/3","onlyPortal":false,"reqTypes":[{"id":"236","name":"Access Controls","descriptionHtml":"","callToAction":"Access Controls","introHtml":"<p>For issues related to permissions, powers and access controls. In order to be acted upon, these requests must be submitted by an Emersion Administrator. Refer to Emersion's Access Controls Support Policy for more information.<br> <a href=\"https://resources.emersion.com/display/EKB/Staff+User+Access+Control+Policy\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">https://resources.emersion.com/display/EKB/Staff+User+Access+Control+Policy</a></p>","icon":11934,"iconUrl":"https://emersion.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/11934","groups":[35,33],"key":""},{"id":"68","name":"Activation Portal","descriptionHtml":"","callToAction":"Activation Portal","introHtml":"<p>Use this request type for creating tickets related to the Emersion Signup Portal - including SSL Certificates and <b>basic</b> template assistance.</p>","icon":11900,"iconUrl":"https://emersion.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/11900","groups":[42],"key":""},{"id":"80","name":"API Support","descriptionHtml":"<p><br class=\"atl-forced-newline\"> <img class=\"emoticon\" src=\"/servicedesk/customershim/images/icons/emoticons/warning.png\" height=\"16\" width=\"16\" align=\"absmiddle\" alt=\"\" border=\"0\"> Please provide details of the API endpoint you are using, as well as the API call and response logs.</p>","callToAction":"API Support","introHtml":"","icon":11927,"iconUrl":"https://emersion.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/11927","groups":[43,69],"key":""},{"id":"48","name":"Billing / Invoicing","descriptionHtml":"","callToAction":"Billing / Invoicing","introHtml":"<p>Select for all Billing, Invoice, Quarantine and Payment related issues</p>","icon":11912,"iconUrl":"https://emersion.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/11912","groups":[35,33],"key":""},{"id":"61","name":"Bulk Imports","descriptionHtml":"","callToAction":"Bulk Imports","introHtml":"<p>Use this request type for creating tickets related to one of our Bulk Import tools.</p>","icon":11922,"iconUrl":"https://emersion.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/11922","groups":[36],"key":""},{"id":"161","name":"Carrier Usage","descriptionHtml":"","callToAction":"Carrier Usage","introHtml":"<p>Use to report issues with inbound carrier usage (CDR's, etc)</p>","icon":11929,"iconUrl":"https://emersion.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/11929","groups":[69,33],"key":""},{"id":"237","name":"Cost Centres","descriptionHtml":"","callToAction":"Cost Centres","introHtml":"<p>Use this request type for any issues or queries related to the cost centres module.</p>","icon":11904,"iconUrl":"https://emersion.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/11904","groups":[36],"key":""},{"id":"54","name":"Cumulus User Interface","descriptionHtml":"","callToAction":"Cumulus User Interface","introHtml":"<p>Use this request type for creating tickets related to generic \"Cumulus\" User Interface issues.</p>","icon":11932,"iconUrl":"https://emersion.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/11932","groups":[42],"key":""},{"id":"188","name":"Data Retention Request","descriptionHtml":"","callToAction":"Data Retention Request","introHtml":"<p>Use this request type specifically for requesting access to data retention data</p>","icon":11939,"iconUrl":"https://emersion.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/11939","groups":[78],"key":""},{"id":"63","name":"Emersion Payment System","descriptionHtml":"","callToAction":"Emersion Payment System","introHtml":"<p>Sometimes known as the 'Electronic Payment System' is a sub-system, separated from the main Emersion application used to process payments via merchants. Use this request type for creating tickets related to \"automated\" and electronic payment issues.</p>","icon":11912,"iconUrl":"https://emersion.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/11912","groups":[36],"key":""},{"id":"66","name":"End User Portal","descriptionHtml":"","callToAction":"End User Portal","introHtml":"<p>Use this request type for creating tickets related to the Emersion End User Portal - including SSL Certificates and <b>basic</b> template assistance.</p>","icon":11904,"iconUrl":"https://emersion.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/11904","groups":[42,69],"key":""},{"id":"56","name":"Events & Notifications","descriptionHtml":"","callToAction":"Events & Notifications","introHtml":"<p>Select for System Events & Related Notifications</p>","icon":11902,"iconUrl":"https://emersion.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/11902","groups":[35],"key":""},{"id":"142","name":"External Integration","descriptionHtml":"<p><br class=\"atl-forced-newline\"> <img class=\"emoticon\" src=\"/servicedesk/customershim/images/icons/emoticons/information.png\" height=\"16\" width=\"16\" align=\"absmiddle\" alt=\"\" border=\"0\"> Use this request type to alert us to issues with integration to third party systems. <br class=\"atl-forced-newline\"> <br class=\"atl-forced-newline\"> Examples include : <br class=\"atl-forced-newline\"> * Zendesk <br class=\"atl-forced-newline\"> * Xero <br class=\"atl-forced-newline\"> * Connectwise <br class=\"atl-forced-newline\"> * Salesforce</p>","callToAction":"External Integration","introHtml":"<p>Integration With External Partners (Xero, Zendesk, Inteflow, Salesforce)</p>","icon":11926,"iconUrl":"https://emersion.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/11926","groups":[37,36,35],"key":""},{"id":"51","name":"Order and Provisioning","descriptionHtml":"","callToAction":"Order and Provisioning","introHtml":"<p>Select for Inbound & Outbound Provisioning Issues and/or General Order Specific Issues</p>","icon":11918,"iconUrl":"https://emersion.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/11918","groups":[35],"key":""},{"id":"58","name":"Other","descriptionHtml":"","callToAction":"Other","introHtml":"<p>If you don't see a suitable category for your query, use this one.</p>","icon":11936,"iconUrl":"https://emersion.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/11936","groups":[37,36,35,33],"key":""},{"id":"52","name":"Packages and Plans","descriptionHtml":"","callToAction":"Packages and Plans","introHtml":"<p>Select for issues relating to Packages/Service Plans, Rate Cards, Product Rates Cards, Bolt-Ons, Contracts</p>","icon":11901,"iconUrl":"https://emersion.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/11901","groups":[35],"key":""},{"id":"160","name":"Performance/Speed","descriptionHtml":"<p><br class=\"atl-forced-newline\"> <img class=\"emoticon\" src=\"/servicedesk/customershim/images/icons/emoticons/information.png\" height=\"16\" width=\"16\" align=\"absmiddle\" alt=\"\" border=\"0\"> Use this request type to log a report of underperforming user interface speed. <br class=\"atl-forced-newline\"> Please check with other users of the Emersion platform within your organisation to determine if the issue is likely isolated or global. <br class=\"atl-forced-newline\"> <img class=\"emoticon\" src=\"/servicedesk/customershim/images/icons/emoticons/warning.png\" height=\"16\" width=\"16\" align=\"absmiddle\" alt=\"\" border=\"0\"> If you experience consistently slow user interface results from a particular page, please ensure you provide full reproducible steps to enable us to adequately report the issue to our development team.</p>","callToAction":"Performance/Speed","introHtml":"<p>Please ensure you provide</p>\n<ul>\n <li>Your username</li>\n <li>The exact page you visited, or a method to reproduce the slow page</li>\n <li>The exact date/time you visited the slow page</li>\n <li>The session ID from the bottom of the page (if possible)</li>\n <li>Any filter input data if used</li>\n</ul>","icon":11939,"iconUrl":"https://emersion.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/11939","groups":[42],"key":""},{"id":"47","name":"Provider Default Settings","descriptionHtml":"","callToAction":"Provider Default Settings","introHtml":"<p>For requests related to default configuration and provider-level settings (e.g. Provider-level Account Attributes. Cumulus User Realms, etc)</p>","icon":11920,"iconUrl":"https://emersion.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/11920","groups":[37,36,35],"key":""},{"id":"181","name":"Quarantine","descriptionHtml":"","callToAction":"Quarantine","introHtml":"<p>Select for all Quarantine related enquiries. Usage (Telephony/Data) and Service Features included.</p>","icon":11916,"iconUrl":"https://emersion.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/11916","groups":[35],"key":""},{"id":"55","name":"Reports","descriptionHtml":"","callToAction":"Reports","introHtml":"<p>Select for Report Generation, Scheduled Reports, Stuck Reports</p>","icon":11935,"iconUrl":"https://emersion.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/11935","groups":[35],"key":""},{"id":"291","name":"Service Desk","descriptionHtml":"","callToAction":"Service Desk","introHtml":"<p>Tickets created for Emersion Service Desk Space</p>","icon":13826,"iconUrl":"https://emersion.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/13826","groups":[33],"key":""},{"id":"62","name":"Service Desk (Cumulus)","descriptionHtml":"","callToAction":"Service Desk (Cumulus)","introHtml":"<p>Use this request type for creating tickets related to the Emersion Service Desk module.</p>","icon":11924,"iconUrl":"https://emersion.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/11924","groups":[36],"key":""},{"id":"98","name":"Service Desk User New/Change Group","descriptionHtml":"<p><b>Please ensure that the User Account has been created before lodging your request.</b></p>","callToAction":"Service Desk User New/Change Group","introHtml":"","icon":11931,"iconUrl":"https://emersion.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/11931","groups":[33],"key":""},{"id":"64","name":"Service Types","descriptionHtml":"","callToAction":"Service Types","introHtml":"","icon":11923,"iconUrl":"https://emersion.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/11923","groups":[37],"key":""},{"id":"67","name":"Signup Portal","descriptionHtml":"","callToAction":"Signup Portal","introHtml":"<p>Use this request type for creating tickets related to the Emersion Signup Portal - including SSL Certificates and <b>basic</b> template assistance.</p>","icon":11931,"iconUrl":"https://emersion.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/11931","groups":[42,69],"key":""},{"id":"46","name":"Suspected Fault/Bug","descriptionHtml":"","callToAction":"Suspected Fault/Bug","introHtml":"<p>If you believe you have found a bug or fault in the system, select this request type. Please ensure you provide 1) A detailed description of the problem 2) The conditions to reproduce the issue in detail 3) Any errors you have received 4) Record ID's where the problem arose.</p>","icon":11938,"iconUrl":"https://emersion.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/11938","groups":[36,35],"key":""},{"id":"99","name":"Triage Required","descriptionHtml":"<p>This is the default request type used when using email to raise a ticket. <br class=\"atl-forced-newline\"> <br class=\"atl-forced-newline\"> <b>It is generally not advisable to select this request type from the portal.</b></p>","callToAction":"Triage Required","introHtml":"<p>Default email request type</p>","icon":11921,"iconUrl":"https://emersion.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/11921","groups":[33],"key":""},{"id":"102","name":"Upstream Outages","descriptionHtml":"","callToAction":"Upstream Outages","introHtml":"<p>Outages from Integration Partners or suppliers for the Emersion product set.</p>","icon":11917,"iconUrl":"https://emersion.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/11917","groups":[69],"key":""},{"id":"279","name":"Failed Email","descriptionHtml":"","callToAction":"Failed Email","introHtml":"<p>For automation<br> (DO NOT MODIFY FIELDS!)</p>","icon":11925,"iconUrl":"https://emersion.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/11925","groups":[],"key":""},{"id":"182","name":"Failed SMS","descriptionHtml":"","callToAction":"Failed SMS","introHtml":"<p>For automation<br> (DO NOT MODIFY FIELDS!)</p>","icon":11925,"iconUrl":"https://emersion.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/11925","groups":[],"key":""},{"id":"167","name":"Other (Bug)","descriptionHtml":"","callToAction":"Other (Bug)","introHtml":"<p>For automation<br> (DO NOT MODIFY FIELDS!)</p>","icon":11927,"iconUrl":"https://emersion.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/11927","groups":[],"key":""},{"id":"168","name":"Other (Outages)","descriptionHtml":"","callToAction":"Other (Outages)","introHtml":"<p>For automation<br> (DO NOT MODIFY FIELDS!)</p>","icon":11927,"iconUrl":"https://emersion.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/11927","groups":[],"key":""},{"id":"165","name":"Other (Support)","descriptionHtml":"","callToAction":"Other (Support)","introHtml":"<p>For automation<br> (DO NOT MODIFY FIELDS!)</p>","icon":11927,"iconUrl":"https://emersion.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/11927","groups":[],"key":""},{"id":"143","name":"Rejected Invoices","descriptionHtml":"<p><br class=\"atl-forced-newline\"> <img class=\"emoticon\" src=\"/servicedesk/customershim/images/icons/emoticons/warning.png\" height=\"16\" width=\"16\" align=\"absmiddle\" alt=\"\" border=\"0\"> <b>EMERSION USE ONLY</b></p>","callToAction":"Rejected Invoices","introHtml":"<p>For automation<br> (DO NOT MODIFY FIELDS!)</p>","icon":11932,"iconUrl":"https://emersion.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/11932","groups":[],"key":""}],"reqGroups":[{"id":33,"name":"1. 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