Create a case

If you have hardware assets, go to create a case for hardware.

IRIS Service Community - Create a case
A video overview of the steps needed to create a case

You can create a case from the Home page, but we recommend creating a case from the Assets (Products) page as this page automatically loads your assets (products or services that you own). View any existing cases via the Cases page.

If you are a Digital Only Customer, please use the Chat function at the bottom of the page to raise a priority 1 case. All other customers, please phone in. See chat with an expert.

Create Case Flowchart

  1. Select the Assets (Products) page, then select the asset (product or service) to raise a case against, e.g. Cascade HR.

    Create Case

    Ensure you select the correct asset (product), to make sure the correct team receives your case.

  2. From the Create Case section (you may need to scroll down), select the Case Type from the list.
    • Incident – a disruption to expected service

    • Create a service request: a request for information or advice

    • Technical Service Request: (IRIS Cascade customers only) - is a request for a specialist technical team, typically relating to setup changes on a server.

  3. Select the Priority from the list. Choosing the appropriate prioritisation helps IRIS triage cases, and ensures that you get the right level of service.

    • P1 : System unusable, critical impact on business operations

      All P1 cases must be raised via phone or chat.

    • P2 : Serious issue preventing key operations; time sensitive issue

    • P3: Key operations are impaired, no known workaround

    • P4 : Operations are impaired but can be worked around

    • P5 : Cosmetic issue. Cases requiring your attention

    Choosing the appropriate prioritisation helps us triage cases to ensure that everyone gets the right level of service when they need it.

  4. The Version Number does not need to be completed, but you can enter this information if required.

  5. Select the Category from the list (the options are dependent on the asset selected).

  6. Enter a Case Subject. This is a short "at a glance" description of the issue you are facing, for example, “Error 1452 when saving a new employee record” or “Help with creating a new user in administration”

  7. Provide detailed information about the case in the Case Description field. Please provide as much detail as possible.

    • Full details of error messages, notifications, warnings, or alerts (screenshots are useful)

    • What you were doing at the time

    • The steps you’ve taken to resolve the issue

    • if you are creating a case for hardware, Include any serial numbers and the hardware location

  8. Select Submit.

  9. Upload Documents.

    In line with GDPR Do not upload any documents containing personally identifiable information. Uploads are subject to the IRIS Privacy Policy and Terms and conditions.

IRIS Service Community - Create a case
A video overview of the steps needed to create a case