Submitting a Support Request in TOTAL

This document details how to submit a support request from within TOTAL.

Document 6111  ¦  Last updated:  08/19/2014 MJY

There may be times when an a la mode Support Technician asks you to submit a Support Request from TOTAL.  The most likely reason for this request is to obtain access to a particular file or files that you may be experiencing problems with.  Additionally, a detailed diagnostic report of your system is automatically attached to the Support Request that allows us to research your issue further.


Submitting a Support Request from the Help Menu

  1. With TOTAL open, click Help, then choose Submit a Support Request… from the drop‑down menu.

  2. Now, fill out the three fields with your name, a preferred contact number where we may reach you, and a brief overview of your issue.

    If you're having an issue with a specific file or report, click the Browse button.  Find the file or report you're having an issue with, then click OK to attach it to the Support Request.

  3. After you've filled out all of the fields, and attached any necessary files, press Submit SR.

That's it!  Your support request has been submitted and one of our Support Technicians will contact you shortly.

Submitting a Support Request from the Tech Support Assistant

  1. On your keyboard, press Windows Key + R

  2. When the Run dialog appears, enter %tsa6% and click OK to open the Tech Support Assistant.

    You can also access the Tech Support Assistant by clicking Start  [All] Programs  TOTAL  Tech Support Assistant
  3. After the Tech Support Assistant appears, fill out the three fields with your name, a preferred contact number where we may reach you, and a brief overview of your issue.

    If you're having an issue with a specific report, click Attach files.  Find the report you're having issues with, then click OK to attach it to the Support Request.

  4. After you've filled out all of the fields, and attached any necessary files, press Submit SR.

That's it!  Your support request has been submitted and one of our Support Technicians will contact you shortly.

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