Atlassian uses cookies to improve your browsing experience, perform analytics and research, and conduct advertising. Accept all cookies to indicate that you agree to our use of cookies on your device.
Atlassian uses cookies to improve your browsing experience, perform analytics and research, and conduct advertising. Accept all cookies to indicate that you agree to our use of cookies on your device. Atlassian cookies and tracking notice, (opens new window)
Welcome! You can raise a request for TFGN Vendor Support using the options provided.
IVR Issue Report
Use this form to report any IVR system issue.
All IVR issues within Jan-IT or phone must be reported via this ticket. Please ensure all requested information is completed in full. Our team will review your submission and make note of the issue. Your internal Operations team will be notified accordingly.
Required fields are marked with an asterisk*
{"xsrfToken":"a65a47fb996370a05ee7c424632b87e572cf2209_lout","branding":{"id":"178","key":"vnr","name":"TFG National - Vendor Support","portalBaseUrl":"/servicedesk/customer/portal/178"},"helpCenterBranding":{"logoUrl":"https://api.media.atlassian.com/file/2e1e2926-1bc6-42c9-b119-048d7b36bccf/image/cdn?token=eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiIwMWM2NDVmZC1jODZiLTQwNzItYTQxOS0zOTE4NDlhOTBjZGEiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpmaWxlOjJlMWUyOTI2LTFiYzYtNDJjOS1iMTE5LTA0OGQ3YjM2YmNjZiI6WyJyZWFkIl19LCJleHAiOjE3ODE0OTkyMzMsIm5iZiI6MTc4MTQ5ODYzM30.UmjElcNC1qC_lWofN1Mq-umqADMoXTb6zklRIHXzWFA&client=01c645fd-c86b-4072-a419-391849a90cda&mode=fit","logoId":"2e1e2926-1bc6-42c9-b119-048d7b36bccf","isLogoAvailable":true,"helpCenterTitle":"Welcome to the TFG Support Portal!","sharedPortalName":"TFG Support Portal","userInitialAnnouncementHeader":"","userInitialAnnouncementMessageWiki":"","translations":{"en-US":{"helpCenterTitle":"Welcome to the TFG Support Portal!","sharedPortalName":"TFG Support Portal","localeDisplayName":"English (United States)"},"pt-BR":{"localeDisplayName":"Portuguese (Brazil)"},"es-ES":{"helpCenterTitle":"Bienvenido al Centro de ayuda","sharedPortalName":"Centro de ayuda","localeDisplayName":"Spanish (Spain)"}},"canEditAnnouncement":false,"siteDefaultLanguageTag":"en-US","userLanguageTag":"en-US","portalThemeColor":"#1d1a4e","helpCenterTitleColor":"#ffffff","bannerMediaApiUrl":"https://api.media.atlassian.com/file/b3c65cd8-b791-4c02-9ac0-b60f823ca77d/image/cdn?token=eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiIwMWM2NDVmZC1jODZiLTQwNzItYTQxOS0zOTE4NDlhOTBjZGEiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpmaWxlOmIzYzY1Y2Q4LWI3OTEtNGMwMi05YWMwLWI2MGY4MjNjYTc3ZCI6WyJyZWFkIl19LCJleHAiOjE3ODE0OTkyMzMsIm5iZiI6MTc4MTQ5ODYzM30.3W00-RiTk9R3Mzat9ZxGjKRuYMlIXH-zS-WjzFnBtxU&client=01c645fd-c86b-4072-a419-391849a90cda&height=300&mode=fit","bannerMediaApiFileId":"b3c65cd8-b791-4c02-9ac0-b60f823ca77d","useDefaultBanner":false,"isBannerAvailable":true,"topBarColor":"#1d1a4e","topBarTextColor":"#ffffff","hasTopBarBeenSplit":true},"portal":{"id":"178","key":"vnr","projectId":10194,"serviceDeskId":178,"name":"TFG National - Vendor Support","description":"<p>Welcome! You can raise a request for TFGN Vendor Support using the options provided.</p>","portalBaseUrl":"/servicedesk/customer/portal/178","reqTypes":[{"id":"1462","name":"General Inquiry","descriptionHtml":"<p>Provide Complete Details<br> Please be as detailed as possible. Include all relevant information to avoid delays in resolution:</p>\n<ul class=\"alternate\" type=\"square\">\n <li>Description of the incident or concern</li>\n <li>Dates of occurrence</li>\n <li>Account and location information</li>\n <li>Name of the person of contact</li>\n <li>Confirmation of whether you have already reached out to them</li>\n <li>Email threads, screenshots, and any supporting documentation</li>\n</ul>\n<p>Incomplete submissions may delay processing.</p>\n<p>2. Payment & Invoice Inquiries<br> For all payment-related questions:<br> Contact accountspayable@thefacilitiesgroup.com. Upload all invoices directly to the Vendor Portal for processing or email to invoices@thefacilitiesgroup.com.</p>\n<p>Payment inquiries submitted through this form will be cancelled.</p>\n<p>3. IVR Issues<br> For IVR-related concerns, please contact your Account Manager, as listed on your work order in the Vendor Portal. If issues persist without a response, you may open a ticket with supporting documentation.</p>\n<p>4. Service or Work-Related Issues<br> For service concerns, scope clarification, scheduling issues, or performance-related matters, please contact your assigned Area Manager or CSA first.</p>","callToAction":"General Inquiry","introHtml":"<p>Use this form for general inquiries that are not related to payment or IVR issues. This may include concerns regarding CSA communication, account questions, documentation, or other operational matters.</p>","icon":10492,"iconUrl":"https://tfg.helpdesk.thefacilitiesgroup.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10492","groups":[170],"key":""},{"id":"1528","name":"IVR Issue Report","descriptionHtml":"<p>All IVR issues within Jan-IT or phone must be reported via this ticket. Please ensure all requested information is completed in full. Our team will review your submission and make note of the issue. Your internal Operations team will be notified accordingly.</p>","callToAction":"IVR Issue Report","introHtml":"<p>Use this form to report any IVR system issue.</p>","icon":10534,"iconUrl":"https://tfg.helpdesk.thefacilitiesgroup.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10534","groups":[170],"key":""},{"id":"629","name":"Payment Inquiry","descriptionHtml":"<p>This form is not for service-related questions such as work order status, scope clarification, IVR deductions, or scheduling concerns.</p>","callToAction":"Payment Inquiry","introHtml":"<p>This form is for vendors to submit payment-related questions only. This includes inquiries regarding invoice status, remittance details, or payment discrepancies. All submissions will be reviewed and managed by a member of the Accounts Payable team. Please allow up to 2 business days for a response.</p>","icon":10641,"iconUrl":"https://tfg.helpdesk.thefacilitiesgroup.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10641","groups":[170],"key":""},{"id":"625","name":"Emailed request","descriptionHtml":"","callToAction":"Emailed request","introHtml":"<p>Request received from your email support channel.</p>","icon":10527,"iconUrl":"https://tfg.helpdesk.thefacilitiesgroup.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10527","groups":[],"key":""},{"id":"627","name":"ISP Prospect","descriptionHtml":"","callToAction":"ISP Prospect","introHtml":"","icon":10511,"iconUrl":"https://tfg.helpdesk.thefacilitiesgroup.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10511","groups":[],"key":""}],"reqGroups":[{"id":170,"name":"General"}],"orderMapping":{"170":[1462,629,1528,628]},"kbs":{"kbEnabled":true,"kbLink":{"appLinkId":"af0fc7b2-736f-3963-a419-1db213f0dee8","appLinkName":"","appLinkUrl":"","spaceKey":"VNR","spaceName":"Vendor Relations (NEW)","spaceUrl":"","isServer":false},"labels":[],"projectKey":"VNR","serviceDeskId":178,"kbLinkDomainURLs":["https://thefacilitiesgroup.atlassian.net","https://tfg.helpdesk.thefacilitiesgroup.com"]},"createPermission":true,"portalAnnouncement":{"portalId":178,"canEditAnnouncement":false,"canAdministerProject":false,"portalProjectKey":"VNR","userLanguageHeader":"","userLanguageMessageWiki":"","defaultLanguageHeader":"","defaultLanguageMessage":"","defaultLanguageDisplayName":"English (United States)","isUsingLanguageSupport":true,"translations":{}},"canViewCreateRequestForm":true,"isProjectSimplified":false,"mediaApiUploadInformation":{"token":"eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiIwMWM2NDVmZC1jODZiLTQwNzItYTQxOS0zOTE4NDlhOTBjZGEiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTp1cGxvYWQ6KiI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl0sInVybjpmaWxlc3RvcmU6Y29sbGVjdGlvbjp1cGxvYWQtdXNlci1jb2xsZWN0aW9uLS04MDUwMzk0NTIiOlsicmVhZCIsImNyZWF0ZSIsInVwZGF0ZSJdLCJ1cm46ZmlsZXN0b3JlOmNodW5rOioiOlsicmVhZCIsImNyZWF0ZSJdfSwiZXhwIjoxNzgxNDk5ODMzLCJuYmYiOjE3ODE0OTg2MzMsImFub25JZCI6ImFub24tdXNlciIsImh0dHBzOi8vaWQuYXRsYXNzaWFuLmNvbS9hcHBBY2NyZWRpdGVkIjpmYWxzZX0.o_TV3WJi5M_RVrzeo3OT_4H3m7CTXvTGBCutTDB2df0","targetCollection":"upload-user-collection--805039452","endpointUrl":"https://api.media.atlassian.com","clientId":"01c645fd-c86b-4072-a419-391849a90cda","tokenDurationInMins":20},"categories":{"categoriesSupported":true,"categories":[]}},"reqCreate":{"id":1528,"projectId":10194,"issueType":{"id":"11394","name":"IVR"},"form":{"name":"IVR Issue Report","descriptionHtml":"<p>All IVR issues within Jan-IT or phone must be reported via this ticket. Please ensure all requested information is completed in full. Our team will review your submission and make note of the issue. Your internal Operations team will be notified accordingly.</p>","callToAction":"IVR Issue Report","intro":"<p>Use this form to report any IVR system issue.</p>","instructions":"<p>All IVR issues within Jan-IT or phone must be reported via this ticket. Please ensure all requested information is completed in full. Our team will review your submission and make note of the issue. Your internal Operations team will be notified accordingly.</p>","icon":10534,"iconUrl":"https://tfg.helpdesk.thefacilitiesgroup.com/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10534","key":""},"fields":[{"fieldType":"text","fieldId":"email","fieldConfigId":"","label":"Email confirmation to","description":"","descriptionHtml":"","required":true,"displayed":true,"presetValues":[]},{"fieldType":"text","jiraFieldType":"summary","fieldId":"summary","fieldConfigId":"","label":"Summary","description":"","descriptionHtml":"","required":true,"displayed":false,"presetValues":["IVR Reporting"]}],"userOrganisations":[],"canBrowseUsers":false,"requestCreateBaseUrl":"/servicedesk/customer/portal/178/create/1528","requestValidateBaseUrl":"/servicedesk/customer/portal/178/validate/1528","calendarParams":{"firstDay":0,"date":"2026-06-15T00:43:54-0400","useISO8601WeekNumbers":false,"dateIfFormat":"%e/%b/%y","dateTimeIfFormat":"%e/%b/%y %I:%M %p","timeFormat":"12"},"kbs":{"kbEnabled":true,"kbLink":{"appLinkId":"af0fc7b2-736f-3963-a419-1db213f0dee8","appLinkName":"","appLinkUrl":"","spaceKey":"VNR","spaceName":"Vendor Relations (NEW)","spaceUrl":"","isServer":false},"labels":[],"projectKey":"VNR","serviceDeskId":178,"kbLinkDomainURLs":["https://thefacilitiesgroup.atlassian.net","https://tfg.helpdesk.thefacilitiesgroup.com"]},"canRaiseOnBehalf":false,"canSignupCustomers":false,"canCreateAttachments":true,"attachmentRequiredField":false,"hasGroups":true,"canSubmitWithEmailAddress":false,"showRecaptcha":true,"siteKey":"6LePXLkdAAAAAF4gCNalrL1IvZcqbNbZf_Zakudd","mediaApiUploadInformation":{"token":"eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiIwMWM2NDVmZC1jODZiLTQwNzItYTQxOS0zOTE4NDlhOTBjZGEiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTp1cGxvYWQ6KiI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl0sInVybjpmaWxlc3RvcmU6Y29sbGVjdGlvbjp1cGxvYWQtdXNlci1jb2xsZWN0aW9uLS04MDUwMzk0NTIiOlsicmVhZCIsImNyZWF0ZSIsInVwZGF0ZSJdLCJ1cm46ZmlsZXN0b3JlOmNodW5rOioiOlsicmVhZCIsImNyZWF0ZSJdfSwiZXhwIjoxNzgxNDk5ODM0LCJuYmYiOjE3ODE0OTg2MzQsImFub25JZCI6ImFub24tdXNlciIsImh0dHBzOi8vaWQuYXRsYXNzaWFuLmNvbS9hcHBBY2NyZWRpdGVkIjpmYWxzZX0.SdKO6mhT4ybEqL4mNCOLzLHJSoWF7N2FbO_LpGwb6w8","targetCollection":"upload-user-collection--805039452","endpointUrl":"https://api.media.atlassian.com","clientId":"01c645fd-c86b-4072-a419-391849a90cda","tokenDurationInMins":20},"hasProformaForm":true,"proformaTemplateForm":{"id":1868328915191704,"updated":"2026-06-08T17:01:12.035367857Z","publish":{"jira":{"newIssueIssueTypeIds":[],"newIssueRequestTypeIds":[],"submitOnCreate":true,"validateOnCreate":true},"portal":{"portalRequestTypeIds":[1528],"submitOnCreate":true,"validateOnCreate":true}},"design":{"settings":{"templateId":1868328915191704,"name":"IVR Issue Report Form","submit":{"lock":true,"pdf":false},"primaryLocale":"en-US","translatedLocale":"en-US","templateFormUuid":"6b872734-f922-497d-8b59-a56532f5501b"},"layout":[{"version":1,"type":"doc","content":[{"type":"heading","attrs":{"level":2,"localId":"cde6014e-8044-4f86-baae-acc2f121ba66"},"content":[{"type":"text","text":"Key Details","marks":[{"type":"underline"}]}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":91},"layout":"default","localId":"e5cafd7f-df4e-450c-8431-f89b8b75d5fa"}},{"type":"rule"},{"type":"heading","attrs":{"level":2,"localId":"091507a0-3364-426b-806b-9e2e1ad6ae8c"},"content":[{"type":"text","text":"Service Information","marks":[{"type":"underline"}]}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":135},"layout":"default","localId":"cb633bfc-6341-46df-8451-baf171bc0a04"}},{"type":"rule"},{"type":"layoutSection","content":[{"type":"layoutColumn","attrs":{"width":50},"content":[{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":128},"layout":"default","localId":"7d565667-9a65-4a6a-a2ec-b7beee64ffae"}},{"type":"paragraph","content":[]}]},{"type":"layoutColumn","attrs":{"width":50},"content":[{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":129},"layout":"default","localId":"45ee2d92-b814-444d-85b2-fb813af0d393"}}]}]},{"type":"rule"},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":92},"layout":"default","localId":"1b04a200-d6fe-430b-aa2d-eb656650559c"}}]},{"version":1,"type":"doc","content":[{"type":"panel","attrs":{"panelType":"note"},"content":[{"type":"paragraph","attrs":{"localId":"516ddf7f-0482-4b41-b441-dc7452074ae2"},"content":[{"type":"text","text":"How to find if you have latest version of Jan-IT App:","marks":[{"type":"strong"}]},{"type":"hardBreak"},{"type":"text","text":"To ensure you have the latest version of the app, visit the Apple App Store or Google Play Store on your mobile device. If it shows "},{"type":"text","text":"\"Open,\"","marks":[{"type":"strong"}]},{"type":"text","text":" you already have the latest version. If it shows "},{"type":"text","text":"\"Update,\"","marks":[{"type":"strong"}]},{"type":"text","text":" please download the latest version."}]}]},{"type":"layoutSection","content":[{"type":"layoutColumn","attrs":{"width":50},"content":[{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":113},"layout":"default","localId":"6bb3f3d7-41cb-4360-9fb4-d21fa1d066cb"}}]},{"type":"layoutColumn","attrs":{"width":50},"content":[{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":132},"layout":"default","localId":"a264543f-c366-4a51-a4d1-395c1f759716"}},{"type":"paragraph","content":[]}]}]},{"type":"layoutSection","content":[{"type":"layoutColumn","attrs":{"width":66.66},"content":[{"type":"heading","attrs":{"level":2,"localId":"9279717d-b00c-4a32-9eb5-8e68898790c8"},"content":[{"type":"text","text":"Issue Details","marks":[{"type":"underline"}]}]},{"type":"heading","attrs":{"level":3,"localId":"caee3a05-39dd-4337-9e55-64d5547e4f41"},"content":[{"type":"text","text":"Devices","marks":[{"type":"underline"}]}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":144},"layout":"default","localId":"ef0e3269-b74a-4ab3-8622-ad763872f86f"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":145},"layout":"default","localId":"eb5341ed-f01b-4eb1-9d99-7fbc03613cba"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":146},"layout":"default","localId":"c91bd0ad-29d8-416e-80ed-1b9ef647648f"}},{"type":"panel","attrs":{"panelType":"note"},"content":[{"type":"paragraph","content":[{"type":"text","text":"How to find what version of the app you have:","marks":[{"type":"strong"}]},{"type":"hardBreak"},{"type":"text","text":"You can see the app version by clicking the hamburger menu in the top right corner of the app and looking in the bottom right for the version number."}],"attrs":{"localId":"04743be3-ad34-4266-b869-376f518e86ff"}}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":147},"layout":"default","localId":"66a06746-6626-490d-a088-0f9504462ab2"}}]},{"type":"layoutColumn","attrs":{"width":33.33},"content":[{"type":"heading","attrs":{"level":3,"localId":"5ed7ad05-7c47-4063-b915-f3a5c5ecde2b"},"content":[{"type":"text","text":"Attempted Troubleshooting","marks":[{"type":"underline"}]}]},{"type":"paragraph","content":[]},{"type":"orderedList","attrs":{"order":1},"content":[{"type":"listItem","content":[{"type":"paragraph","content":[]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":148},"layout":"default","localId":"135b26fb-c282-4dea-bc5f-d4d212552263"}}]},{"type":"listItem","content":[{"type":"paragraph","content":[]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":149},"layout":"default","localId":"72d117b8-53f5-4cb9-899c-0691387b84ea"}}]}]}]}]}]},{"version":1,"type":"doc","content":[{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":108},"layout":"default","localId":"024dd9d2-3436-4289-8d30-945b9e27f6c4"}},{"type":"heading","attrs":{"level":2,"localId":"9279717d-b00c-4a32-9eb5-8e68898790c8"},"content":[]}]},{"version":1,"type":"doc","content":[{"type":"heading","attrs":{"level":2,"localId":"bdd9b5a3-9a98-423e-a8e3-38538f333fdf"},"content":[{"type":"hardBreak"},{"type":"text","text":"Additional Information","marks":[{"type":"strong"},{"type":"underline"}]}]},{"type":"panel","attrs":{"panelType":"info"},"content":[{"type":"paragraph","attrs":{"localId":"b3bafcec-ec9f-43f0-85fc-7d94a7d55133"},"content":[{"type":"text","text":"Optional: "},{"type":"text","text":"To help troubleshoot, you are encouraged to provide as many detail as possible to help us pass along to our IT department.","marks":[{"type":"strong"}]}]}]},{"type":"layoutSection","content":[{"type":"layoutColumn","attrs":{"width":50},"content":[{"type":"paragraph","content":[{"type":"text","text":"When Did the Issue Start?","marks":[{"type":"strong"}]}],"attrs":{"localId":"2c2e83ce-4df0-42f9-93db-bf414fa37d18"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":150},"layout":"default","localId":"d39baf37-7f92-457a-9bce-9ee548dbe0de"}}]},{"type":"layoutColumn","attrs":{"width":50},"content":[{"type":"paragraph","content":[]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":151},"layout":"default","localId":"8a9f99ee-068b-4343-a4a0-2c396ad4308a"}}]}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":75},"layout":"default","localId":"072e150b-4a60-40be-b6cf-163204ab8f52"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":70},"layout":"default","localId":"387eb468-68a6-4f47-b373-ca4b1cc194bb"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":73},"layout":"default","localId":"e96b1f01-c3a1-4d19-8b7c-16b0f1c16f41"}},{"type":"panel","attrs":{"panelType":"warning"},"content":[{"type":"heading","attrs":{"level":5,"localId":"65cfd8b6-b654-4172-930c-cdbde43229ee"},"content":[{"type":"text","text":"Please be as specific as possible when describing the issue or else it might delay the process","marks":[{"type":"strong"}]}]}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":74},"layout":"default","localId":"e6c551da-7c6d-4d01-bdee-bfb369c0ac57"}},{"type":"panel","attrs":{"panelType":"warning"},"content":[{"type":"heading","attrs":{"level":5,"localId":"8806542e-7e61-4e31-a02f-0e18a4af233f"},"content":[{"type":"text","text":"If button is greyed out, please be sure to include an image of where your dot appears on the map."}]}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":16},"layout":"default","localId":"6af1f924-1e58-44f5-aa31-641714607ebc"}},{"type":"paragraph","content":[]}]}],"conditions":{"110":{"i":{"co":{"cIds":{"92":["1"]}},"operator":"OR","groups":[{"operator":"AND","checks":[{"fieldId":"92","type":"SOME_OF","constraint":["1"]}]}]},"o":{"sIds":["1"]},"t":"sh"},"68":{"i":{"co":{"cIds":{"132":["2"]}},"operator":"OR","groups":[{"operator":"AND","checks":[{"fieldId":"132","type":"SOME_OF","constraint":["2"]}]}]},"o":{"sIds":["2"]},"t":"sh"}},"sections":{"1":{"name":"IVR_Method","conditions":["110"]},"2":{"name":"User_Experience","conditions":["68"]},"3":{"conditions":[]}},"questions":{"113":{"type":"cs","label":"Are You On the Newest Version?","description":"","validation":{"rq":true},"choices":[{"id":"1","label":"Yes","other":false},{"id":"2","label":"No","other":false}],"questionKey":""},"147":{"type":"ts","label":"What Version Number of The App Do You Currently have?","description":"","validation":{"rq":false},"choices":[],"questionKey":""},"73":{"type":"cs","label":"Are Using a VPN On The Device?","description":"","validation":{"rq":false},"choices":[{"id":"1","label":"Yes","other":false},{"id":"2","label":"No","other":false}],"defaultAnswer":{"choices":["2"]},"questionKey":""},"135":{"type":"ts","label":"PO #","description":"","validation":{"rq":true,"rgx":{"p":"^\\d{7,}-\\d{2}$","m":"PO # must be in this format: #######-##; for example 1234567-02"}},"jiraField":"customfield_11000","questionKey":"PO Associated"},"128":{"type":"ts","label":"Name","description":"Individual Raising This Request","validation":{"rq":true},"choices":[],"questionKey":""},"132":{"type":"cs","label":"Logged In As","description":"","validation":{"rq":true},"choices":[{"id":"1","label":"Guest","other":false},{"id":"2","label":"Registered User/Logged In","other":false}],"questionKey":"Logging User Mode"},"16":{"type":"at","label":"Include screenshots ","description":"Provide screen recordings, images or any other supporting documents. Images must have date and time stamps.","validation":{"rq":true},"choices":[],"questionKey":"Support Images"},"144":{"type":"cs","label":"Are there multiple people trying to IVR to same Work Order?","description":"","validation":{"rq":true},"choices":[{"id":"1","label":"Yes","other":false},{"id":"2","label":"No","other":false}],"questionKey":""},"148":{"type":"cs","label":"Did You Delete and Reinstalled the App?","description":"","validation":{"rq":true},"choices":[{"id":"1","label":"Yes","other":false},{"id":"2","label":"No","other":false}],"questionKey":""},"108":{"type":"tl","label":"User Email","description":"","validation":{"rq":true},"choices":[],"questionKey":"Logged In As"},"151":{"type":"da","label":"End Date","description":"Until when has the issues persistent","validation":{"rq":false},"choices":[],"questionKey":""},"145":{"type":"tl","label":"Type of Device","description":"Example: iPhone 17e","validation":{"rq":true},"choices":[],"questionKey":""},"75":{"type":"cs","label":"Did You Experience...","description":"","validation":{"rq":false},"choices":[{"id":"1","label":"Low Connectivity","other":false},{"id":"2","label":"No Service","other":false},{"id":"3","label":"I Have Strong Cell Service","other":false}],"questionKey":""},"92":{"type":"cs","label":"IVR Method","description":"","validation":{"rq":true},"choices":[{"id":"1","label":"Jan-IT App","other":false},{"id":"2","label":"Phone Call","other":false}],"questionKey":"IVR Method"},"129":{"type":"no","label":"Vendor ID#","description":"Optional: We recommend you provide the Vendor ID #, if you do not know it. Please reach out to your supervisor.","validation":{"rq":false,"mnn":10000,"mxn":9999999,"wh":true},"jiraField":"customfield_11889","questionKey":"Vendor_ID"},"91":{"type":"dt","label":"Date and Time of the Incident","description":"Please include the date and time the issue was encountered.","validation":{"rq":true},"choices":[],"questionKey":"Incident Date"},"146":{"type":"ts","label":"Device Operating System and Version","description":"A.e: iOS 17.7.2","validation":{"rq":false},"choices":[],"questionKey":""},"149":{"type":"cs","label":"Is Your Location Enable on the App Settings?","description":"Please go to app settings on your mobile devide to ensure your location setting is toggled on","validation":{"rq":true},"choices":[{"id":"1","label":"Yes","other":false},{"id":"2","label":"No","other":false},{"id":"3","label":"Unsure","other":false}],"questionKey":"Location Setting"},"70":{"type":"cs","label":"Are You on Wi-Fi?","description":"","validation":{"rq":false},"choices":[{"id":"1","label":"Yes","other":false},{"id":"2","label":"No","other":false}],"questionKey":""},"150":{"type":"da","label":"Start Date","description":"Date things changed / stopped working","validation":{"rq":false},"choices":[],"questionKey":""},"74":{"type":"rt","label":"Did You Get Any Error Messages?","description":" (error/exception message, app crash / suddenly close, components/data failed to load)","validation":{"rq":false},"choices":[],"questionKey":"Issue Details"}}},"uuid":"6b872734-f922-497d-8b59-a56532f5501b"},"proforma":{"formExists":true,"formValid":true,"formTemplateData":{"id":1868328915191704,"updated":"2026-06-08T17:01:12.035367857Z","publish":{"jira":{"newIssueIssueTypeIds":[],"newIssueRequestTypeIds":[],"submitOnCreate":true,"validateOnCreate":true},"portal":{"portalRequestTypeIds":[1528],"submitOnCreate":true,"validateOnCreate":true}},"design":{"settings":{"templateId":1868328915191704,"name":"IVR Issue Report Form","submit":{"lock":true,"pdf":false},"primaryLocale":"en-US","translatedLocale":"en-US","templateFormUuid":"6b872734-f922-497d-8b59-a56532f5501b"},"layout":[{"version":1,"type":"doc","content":[{"type":"heading","attrs":{"level":2,"localId":"cde6014e-8044-4f86-baae-acc2f121ba66"},"content":[{"type":"text","text":"Key Details","marks":[{"type":"underline"}]}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":91},"layout":"default","localId":"e5cafd7f-df4e-450c-8431-f89b8b75d5fa"}},{"type":"rule"},{"type":"heading","attrs":{"level":2,"localId":"091507a0-3364-426b-806b-9e2e1ad6ae8c"},"content":[{"type":"text","text":"Service Information","marks":[{"type":"underline"}]}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":135},"layout":"default","localId":"cb633bfc-6341-46df-8451-baf171bc0a04"}},{"type":"rule"},{"type":"layoutSection","content":[{"type":"layoutColumn","attrs":{"width":50},"content":[{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":128},"layout":"default","localId":"7d565667-9a65-4a6a-a2ec-b7beee64ffae"}},{"type":"paragraph","content":[]}]},{"type":"layoutColumn","attrs":{"width":50},"content":[{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":129},"layout":"default","localId":"45ee2d92-b814-444d-85b2-fb813af0d393"}}]}]},{"type":"rule"},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":92},"layout":"default","localId":"1b04a200-d6fe-430b-aa2d-eb656650559c"}}]},{"version":1,"type":"doc","content":[{"type":"panel","attrs":{"panelType":"note"},"content":[{"type":"paragraph","attrs":{"localId":"516ddf7f-0482-4b41-b441-dc7452074ae2"},"content":[{"type":"text","text":"How to find if you have latest version of Jan-IT App:","marks":[{"type":"strong"}]},{"type":"hardBreak"},{"type":"text","text":"To ensure you have the latest version of the app, visit the Apple App Store or Google Play Store on your mobile device. If it shows "},{"type":"text","text":"\"Open,\"","marks":[{"type":"strong"}]},{"type":"text","text":" you already have the latest version. If it shows "},{"type":"text","text":"\"Update,\"","marks":[{"type":"strong"}]},{"type":"text","text":" please download the latest version."}]}]},{"type":"layoutSection","content":[{"type":"layoutColumn","attrs":{"width":50},"content":[{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":113},"layout":"default","localId":"6bb3f3d7-41cb-4360-9fb4-d21fa1d066cb"}}]},{"type":"layoutColumn","attrs":{"width":50},"content":[{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":132},"layout":"default","localId":"a264543f-c366-4a51-a4d1-395c1f759716"}},{"type":"paragraph","content":[]}]}]},{"type":"layoutSection","content":[{"type":"layoutColumn","attrs":{"width":66.66},"content":[{"type":"heading","attrs":{"level":2,"localId":"9279717d-b00c-4a32-9eb5-8e68898790c8"},"content":[{"type":"text","text":"Issue Details","marks":[{"type":"underline"}]}]},{"type":"heading","attrs":{"level":3,"localId":"caee3a05-39dd-4337-9e55-64d5547e4f41"},"content":[{"type":"text","text":"Devices","marks":[{"type":"underline"}]}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":144},"layout":"default","localId":"ef0e3269-b74a-4ab3-8622-ad763872f86f"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":145},"layout":"default","localId":"eb5341ed-f01b-4eb1-9d99-7fbc03613cba"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":146},"layout":"default","localId":"c91bd0ad-29d8-416e-80ed-1b9ef647648f"}},{"type":"panel","attrs":{"panelType":"note"},"content":[{"type":"paragraph","content":[{"type":"text","text":"How to find what version of the app you have:","marks":[{"type":"strong"}]},{"type":"hardBreak"},{"type":"text","text":"You can see the app version by clicking the hamburger menu in the top right corner of the app and looking in the bottom right for the version number."}],"attrs":{"localId":"04743be3-ad34-4266-b869-376f518e86ff"}}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":147},"layout":"default","localId":"66a06746-6626-490d-a088-0f9504462ab2"}}]},{"type":"layoutColumn","attrs":{"width":33.33},"content":[{"type":"heading","attrs":{"level":3,"localId":"5ed7ad05-7c47-4063-b915-f3a5c5ecde2b"},"content":[{"type":"text","text":"Attempted Troubleshooting","marks":[{"type":"underline"}]}]},{"type":"paragraph","content":[]},{"type":"orderedList","attrs":{"order":1},"content":[{"type":"listItem","content":[{"type":"paragraph","content":[]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":148},"layout":"default","localId":"135b26fb-c282-4dea-bc5f-d4d212552263"}}]},{"type":"listItem","content":[{"type":"paragraph","content":[]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":149},"layout":"default","localId":"72d117b8-53f5-4cb9-899c-0691387b84ea"}}]}]}]}]}]},{"version":1,"type":"doc","content":[{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":108},"layout":"default","localId":"024dd9d2-3436-4289-8d30-945b9e27f6c4"}},{"type":"heading","attrs":{"level":2,"localId":"9279717d-b00c-4a32-9eb5-8e68898790c8"},"content":[]}]},{"version":1,"type":"doc","content":[{"type":"heading","attrs":{"level":2,"localId":"bdd9b5a3-9a98-423e-a8e3-38538f333fdf"},"content":[{"type":"hardBreak"},{"type":"text","text":"Additional Information","marks":[{"type":"strong"},{"type":"underline"}]}]},{"type":"panel","attrs":{"panelType":"info"},"content":[{"type":"paragraph","attrs":{"localId":"b3bafcec-ec9f-43f0-85fc-7d94a7d55133"},"content":[{"type":"text","text":"Optional: "},{"type":"text","text":"To help troubleshoot, you are encouraged to provide as many detail as possible to help us pass along to our IT department.","marks":[{"type":"strong"}]}]}]},{"type":"layoutSection","content":[{"type":"layoutColumn","attrs":{"width":50},"content":[{"type":"paragraph","content":[{"type":"text","text":"When Did the Issue Start?","marks":[{"type":"strong"}]}],"attrs":{"localId":"2c2e83ce-4df0-42f9-93db-bf414fa37d18"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":150},"layout":"default","localId":"d39baf37-7f92-457a-9bce-9ee548dbe0de"}}]},{"type":"layoutColumn","attrs":{"width":50},"content":[{"type":"paragraph","content":[]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":151},"layout":"default","localId":"8a9f99ee-068b-4343-a4a0-2c396ad4308a"}}]}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":75},"layout":"default","localId":"072e150b-4a60-40be-b6cf-163204ab8f52"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":70},"layout":"default","localId":"387eb468-68a6-4f47-b373-ca4b1cc194bb"}},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":73},"layout":"default","localId":"e96b1f01-c3a1-4d19-8b7c-16b0f1c16f41"}},{"type":"panel","attrs":{"panelType":"warning"},"content":[{"type":"heading","attrs":{"level":5,"localId":"65cfd8b6-b654-4172-930c-cdbde43229ee"},"content":[{"type":"text","text":"Please be as specific as possible when describing the issue or else it might delay the process","marks":[{"type":"strong"}]}]}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":74},"layout":"default","localId":"e6c551da-7c6d-4d01-bdee-bfb369c0ac57"}},{"type":"panel","attrs":{"panelType":"warning"},"content":[{"type":"heading","attrs":{"level":5,"localId":"8806542e-7e61-4e31-a02f-0e18a4af233f"},"content":[{"type":"text","text":"If button is greyed out, please be sure to include an image of where your dot appears on the map."}]}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":16},"layout":"default","localId":"6af1f924-1e58-44f5-aa31-641714607ebc"}},{"type":"paragraph","content":[]}]}],"conditions":{"110":{"i":{"co":{"cIds":{"92":["1"]}},"operator":"OR","groups":[{"operator":"AND","checks":[{"fieldId":"92","type":"SOME_OF","constraint":["1"]}]}]},"o":{"sIds":["1"]},"t":"sh"},"68":{"i":{"co":{"cIds":{"132":["2"]}},"operator":"OR","groups":[{"operator":"AND","checks":[{"fieldId":"132","type":"SOME_OF","constraint":["2"]}]}]},"o":{"sIds":["2"]},"t":"sh"}},"sections":{"1":{"name":"IVR_Method","conditions":["110"]},"2":{"name":"User_Experience","conditions":["68"]},"3":{"conditions":[]}},"questions":{"113":{"type":"cs","label":"Are You On the Newest Version?","description":"","validation":{"rq":true},"choices":[{"id":"1","label":"Yes","other":false},{"id":"2","label":"No","other":false}],"questionKey":""},"147":{"type":"ts","label":"What Version Number of The App Do You Currently have?","description":"","validation":{"rq":false},"choices":[],"questionKey":""},"73":{"type":"cs","label":"Are Using a VPN On The Device?","description":"","validation":{"rq":false},"choices":[{"id":"1","label":"Yes","other":false},{"id":"2","label":"No","other":false}],"defaultAnswer":{"choices":["2"]},"questionKey":""},"135":{"type":"ts","label":"PO #","description":"","validation":{"rq":true,"rgx":{"p":"^\\d{7,}-\\d{2}$","m":"PO # must be in this format: #######-##; for example 1234567-02"}},"jiraField":"customfield_11000","questionKey":"PO Associated"},"128":{"type":"ts","label":"Name","description":"Individual Raising This Request","validation":{"rq":true},"choices":[],"questionKey":""},"132":{"type":"cs","label":"Logged In As","description":"","validation":{"rq":true},"choices":[{"id":"1","label":"Guest","other":false},{"id":"2","label":"Registered User/Logged In","other":false}],"questionKey":"Logging User Mode"},"16":{"type":"at","label":"Include screenshots ","description":"Provide screen recordings, images or any other supporting documents. Images must have date and time stamps.","validation":{"rq":true},"choices":[],"questionKey":"Support Images"},"144":{"type":"cs","label":"Are there multiple people trying to IVR to same Work Order?","description":"","validation":{"rq":true},"choices":[{"id":"1","label":"Yes","other":false},{"id":"2","label":"No","other":false}],"questionKey":""},"148":{"type":"cs","label":"Did You Delete and Reinstalled the App?","description":"","validation":{"rq":true},"choices":[{"id":"1","label":"Yes","other":false},{"id":"2","label":"No","other":false}],"questionKey":""},"108":{"type":"tl","label":"User Email","description":"","validation":{"rq":true},"choices":[],"questionKey":"Logged In As"},"151":{"type":"da","label":"End Date","description":"Until when has the issues persistent","validation":{"rq":false},"choices":[],"questionKey":""},"145":{"type":"tl","label":"Type of Device","description":"Example: iPhone 17e","validation":{"rq":true},"choices":[],"questionKey":""},"75":{"type":"cs","label":"Did You Experience...","description":"","validation":{"rq":false},"choices":[{"id":"1","label":"Low Connectivity","other":false},{"id":"2","label":"No Service","other":false},{"id":"3","label":"I Have Strong Cell Service","other":false}],"questionKey":""},"92":{"type":"cs","label":"IVR Method","description":"","validation":{"rq":true},"choices":[{"id":"1","label":"Jan-IT App","other":false},{"id":"2","label":"Phone Call","other":false}],"questionKey":"IVR Method"},"129":{"type":"no","label":"Vendor ID#","description":"Optional: We recommend you provide the Vendor ID #, if you do not know it. Please reach out to your supervisor.","validation":{"rq":false,"mnn":10000,"mxn":9999999,"wh":true},"jiraField":"customfield_11889","questionKey":"Vendor_ID"},"91":{"type":"dt","label":"Date and Time of the Incident","description":"Please include the date and time the issue was encountered.","validation":{"rq":true},"choices":[],"questionKey":"Incident Date"},"146":{"type":"ts","label":"Device Operating System and Version","description":"A.e: iOS 17.7.2","validation":{"rq":false},"choices":[],"questionKey":""},"149":{"type":"cs","label":"Is Your Location Enable on the App Settings?","description":"Please go to app settings on your mobile devide to ensure your location setting is toggled on","validation":{"rq":true},"choices":[{"id":"1","label":"Yes","other":false},{"id":"2","label":"No","other":false},{"id":"3","label":"Unsure","other":false}],"questionKey":"Location Setting"},"70":{"type":"cs","label":"Are You on Wi-Fi?","description":"","validation":{"rq":false},"choices":[{"id":"1","label":"Yes","other":false},{"id":"2","label":"No","other":false}],"questionKey":""},"150":{"type":"da","label":"Start Date","description":"Date things changed / stopped working","validation":{"rq":false},"choices":[],"questionKey":""},"74":{"type":"rt","label":"Did You Get Any Error Messages?","description":" (error/exception message, app crash / suddenly close, components/data failed to load)","validation":{"rq":false},"choices":[],"questionKey":"Issue Details"}}},"uuid":"6b872734-f922-497d-8b59-a56532f5501b"},"linkedJiraFields":["customfield_11889","customfield_11000"]},"key":""},"portalWebFragments":{"headerPanels":[],"subheaderPanels":[],"footerPanels":[],"pagePanels":{"propertyPanels":[],"legacyPropertyPanels":[]}}}