Introduction

This article applies to basic Trading Partner (Supplier) users and those with the Security Administrator role. 

This article will describe the process for contacting the proper support team for application assistance. 

Details

Basic Troubleshooting

Authentication or Secondary Sign In Errors

This can occur when the application doesn't recognize you as an authenticated user. Contact the OpenText helpdesk using the chat, open a ticket or phone option and ask to have your account synced. Synchronizing your account will ensure it is properly updated in the customer's back-end systems with the most current data, permissions, and vendor codes.

Federation Errors

Federation errors occur when you try to launch the customers' application but get stuck on the federation screen. Contact the OpenText helpdesk using the chat, open a ticket or phone option and ask to have your account synced. Synchronizing your account will ensure it is properly updated in the customer's back-end systems with the most current data, permissions, and vendor codes.

Missing Data in Application

In most cases, the data in the application is tied to your vendor code. Navigate to Administration Tools > My Access Management > Service Packages > Expand the list to view sub-packages> Click on the application in question > click the Vendor Code tab (may be called DUNS codes, GSDB codes etc depending on the code type used by the customer). Review the list of codes you have access to. If you are missing codes, please have your administrator assign the additional codes to you. 

Contact the OpenText Helpdesk for:

• Password and login issues
• Portal navigation help
• Sync requests
• Help using Administration Tools and all related application and vendor code request and approval workflow
• Questions related to your company's setup in the Administration Tools
• Help assigning vendor codes or questions about vendor code data in Administration Tools
• Help to designate a new security administrator
• Onboarding and offboarding questions
• ASN Checker and Dimensional Validation Data
• Covisint Connect and Supplier Connections issues and questions

Contact the Customer (OEM) for:

• Application errors
• How to type questions within customer applications
• Questions related to documents posted in the portal
• Questions about your vendor code relationships, missing vendor codes

Customer (OEM) Helpdesk Contacts