Service Request Ticket Portal

The Service Request Ticket Portal is where you submit Service Requests (SRs), watch their progress, manage your team's accounts, and download software from Innovative247.

URL: https://support.innovative247.com/

Most screenshots below are placeholders — they will eventually be captured from the live portal.

Signing in

Sign in with the username and password issued by Innovative247. Email addresses on your account also work as a username. If your account is set to require a password change on next login, you'll be prompted to set a new one before you reach the Dashboard.

!Screenshot placeholder: sign-in page with Username and Password fields

Forgot password

Click Forgot Password on the sign-in screen. Enter your username or email — a one-time PIN is sent to the email on your account. Check your Junk folder if it doesn't arrive within a minute. Use that PIN on the reset form to set a new password.

!Screenshot placeholder: Forgot Password — username/email entry

!Screenshot placeholder: Forgot Password — PIN + new password form

Session timeout

Your session stays signed in for several hours. About five minutes before it expires, an overlay appears asking you to re-enter your password to extend the session. If you don't respond, the session ends and you'll be returned to the sign-in page. You can keep working in other browser tabs — signing in or out in any tab keeps every other tab in sync.

!Screenshot placeholder: session-timeout overlay prompting for password

The layout

After sign-in the page is split into three areas:

1. Top bar — Innovative247 logo, the Service Request Manager title, the Quick Lookup search, and your account menu on the right.
2. Left sidebar — navigation tabs (Dashboard, New Search, New SR, etc.). Click the small chevron on the right edge of the sidebar to collapse it to icons only.
3. Main content — tabs open here, side by side. Closing a tab leaves the others open.

!Screenshot placeholder: full app layout with top bar, sidebar, content area

Your account menu (top right)

Click your name in the top-right corner for:

1. Profile — opens your user record so you can update your name, email, phones, language, and timezone.
2. Change Password — change the password on your own account.
3. Atlas Knowledge Base — opens the help/documentation site in a new tab.
4. Logout — signs you out of every tab in this browser.

!Screenshot placeholder: top-right user dropdown with Profile / Change Password / Atlas / Logout

Left sidebar (what you see)

The exact list depends on your permissions, but a standard user sees:

1. Dashboard — your home view with favorites, messages, and a knowledge-base search.
2. New Search — open another SR search tab.
3. New SR — start the Create SR wizard.
4. SRs Viewed — a chronological list of SRs you've opened recently.
5. Downloads — software, documentation, and installer files.
6. Check License — verify and view tunnel license activations.
7. Users — manage the users on your company (see User Management below).
8. Atlas Knowledge Base — open the help wiki in a new tab.
9. Cloud Status — only shown if your company is on Innovative247 Cloud.

!Screenshot placeholder: collapsed and expanded sidebar side-by-side

Dashboard

Dashboard is the default tab when you sign in. It has three sections:

1. Favorites — SRs you've starred for quick access. Click a row to open the SR; click the star icon on any open SR to add or remove it from this list.
2. Messages — announcements from Innovative247 (release notes, planned maintenance windows, etc.).
3. Atlas search — a small knowledge-base search box. Type a few words and click a result to open the help page.

!Screenshot placeholder: Dashboard with Favorites, Messages, Atlas sections

Searching for SRs

Click New Search in the sidebar to open a search tab. Every filter updates the results grid as soon as you change it — there is no separate Search button.

Filters

1. Keyword — free-text. Spaces separate terms. The most common keyword is an SR number, but any text in the title or in any comment works.
2. Company — restrict to one of your companies (only shown if you have access to more than one).
3. Type — filter by SR type (Bug, Enhancement, Question, Suggestion, QA/QC, Contract).
4. Status — pick one or more statuses to keep. With nothing selected, every status is included.
5. Change date — date range relative to the last time the SR was updated.
6. Assigned to — show only SRs assigned to a specific person (or to nobody).

!Screenshot placeholder: search filters toolbar

Results grid

Each row is one SR with columns for the SR number, status, type, title, company, assigned-to, dates created and updated, and priority. The first column has action icons:

1. Edit (pencil) — opens the SR.
2. Star — adds the SR to your Dashboard Favorites.

Click any column header to sort. The header stays in place while you scroll.

!Screenshot placeholder: results grid with action icons and column sort

Saved searches

Save a filter combination you use often. The saved search appears in a dropdown above the grid; pick it to reload the same filters later.

!Screenshot placeholder: saved searches dropdown

SRs Viewed

The SRs Viewed sidebar tab is a chronological list of the SRs you've opened most recently. Same grid layout as search results, but the list is built automatically — no filters to set.

Creating an SR

Click New SR in the sidebar. A six-step wizard opens.

!Screenshot placeholder: New SR wizard — step indicator at top

Step 1 — Contact information

1. Name, Phone, Email — pre-filled from your account; edit if Innovative247 should reach a different contact for this SR.
2. Company — the company this SR belongs to. If you have access to several companies, pick the right one here.

Step 2 — SR details

1. Title — short subject line (100 characters).
2. Type — Bug, Enhancement, Question, Suggestion, QA/QC, Contract.
3. Description — full body of the request (3,000 characters). Include reproduction steps, dates and times of incidents, customer numbers, screenshots if helpful (attach in Step 4).

Step 3 — Technical details

1. Version — the SBN release/build you're running. Innovative247 needs this for almost every SR; if you skip it the SR will come back asking.
2. Server — short server identifier (optional).
3. SBN Program — the SBN program number you're working in. For example, Data Entry is program 559. Including this saves a back-and-forth.

Step 4 — Attachments

Up to two files per SR at creation time (more can be added later from the SR's Attachments tab). Drag a file onto the upload zone, or click to browse. Accepted formats: PDF, DOC, DOCX, XLS, XLSX, TXT, PNG, JPG, JPEG, GIF, ZIP.

!Screenshot placeholder: drag-and-drop attachment zone

Step 5 — Priority

1. 1 — Emergency: Monitoring Down. Triggers a Priority-1 alert to Innovative247 on-call. Use this only when your monitoring center cannot process signals. The on-call attendant will contact you using the email and phone on the SR — make sure they're current.
2. 2 — Non-Monitoring Emergency. Does not trigger a P1 alert. Typically acknowledged within 48 hours.
3. 3 — Other. All other inquiries. Typically acknowledged within 48 hours.

Step 6 — Review and submit

Read the summary one more time, then submit. The new SR opens in its own tab and Innovative247 gets a notification.

!Screenshot placeholder: review/summary step

Working with an SR

Opening an SR (from search results, Dashboard Favorites, SRs Viewed, or a direct link) loads the SR in its own tab. The top of the tab shows the SR number, current status, company, type, priority, and a row of toolbar icons.

!Screenshot placeholder: SR detail page header

The detail page has four tabs along the top of the SR body:

Text

The main conversation between you and Innovative247. Earlier messages are at the top; the newest is at the bottom. Type your message in the box, then click Add Comment to SR. Updates from Innovative247 appear without refreshing the page.

After saving a comment you'll be prompted to confirm the SR status (see SR status below).

!Screenshot placeholder: Text tab — message thread and entry box

Links

Use this tab to connect related SRs — a continuation of an earlier ticket, a child of a larger project, a duplicate, etc. Enter the related SR number and click Add Link to SR. Existing links list below.

!Screenshot placeholder: Links tab

Attachments

Upload supporting files at any time (logs, screenshots, exports). Files you've uploaded show with date, size, and a download icon. You can remove your own attachments; Innovative247 can remove any.

!Screenshot placeholder: Attachments tab

Modifications

A read-only list of the code changes Innovative247 has made for this SR, identified by MOD #. Each row shows the MOD number, current development status (New / Test / Passed / Closed / etc.), release, date, and a brief description.

!Screenshot placeholder: Modifications tab

MOD # convention

A MOD # identifies a single software change. The first two digits identify the change type:

1. 07.xx.NNNNN — SQL or database change.
2. 08.xx.NNNNN — any other change. Usually associated with a new build of SBN.exe, Concentrator.exe, SBN Services, SBN Anywhere, or API Engine.

SR status

Innovative247 reviews SRs whose status is set to Open (or Pmq / Prq). SRs sitting in other statuses (for example Clq, Acce, Hold) are not in the active review queue.

Each time you save or update an SR you'll be prompted to confirm the new status. When you want Innovative247 to look at it, set status to Open. You can also change status from the icon on the search-results row or at the top of the SR page.

!Screenshot placeholder: change-status dialog

User Management

The Users tab in the sidebar shows every user on your company. Any signed-in user can see this list. Whether you can create, edit, or delete users depends on your role.

!Screenshot placeholder: Users tab — grid with filter toolbar

Roles that can manage users

1. Group Administrator — can create, edit, and reset passwords for users within their company (or set of companies). This is the standard customer-side admin role.
2. System Administrator — Innovative247 staff only. Can do everything Group Admins can, plus assign internal roles (Programmer, Tester, Documenter) and grant the System Administrator flag itself.

If you don't have either role, the Users tab is read-only: you can find a colleague's username and email but can't create or modify accounts.

Filtering the list

1. Company — filter to a single company (only useful if you can see more than one).
2. Username — type-to-filter as you go.
3. Include Deleted — show users whose accounts have been disabled.

Adding a new user (Group Admin or System Admin)

Click the + icon above the grid. The User dialog opens on the Basic Info tab. Six tabs:

!Screenshot placeholder: User dialog tab bar

Basic Info

1. Username — 8 characters or fewer. Cannot be changed after the user is created.
2. Full Name — up to 50 characters.
3. Email 1 — primary email. Also usable as the username at sign-in.
4. Email 2 — optional second address that receives the same SR notifications.
5. Phone 1, Phone 2 — for P1 alerts and contact-back.

Roles (System Admin only — internal use)

Programmer / Tester / Documenter switches. These are workflow flags for Innovative247 development, not customer-facing.

Permissions

1. System Administrator — System Admin only. Grants full access.
2. Group Administrator — lets the user manage other users within their company set. Customer-facing admin role.
3. Can Login as Other Users — restricted, internal use.
4. Force password change on next login — recommended after creating an account or resetting a password.
5. Mark as Deleted — disables the account immediately. Deleted users can be restored by clearing this switch (and turning on "Include Deleted" to find them).

Preferences

1. Language — applied with browser translation to render the portal in the user's language.
2. Timezone — controls how dates and times are displayed throughout the portal.
3. Show oldest text first — flip the order of SR comment threads if the user prefers chronological order.

Wiki

A read-only Wiki JWT used by SBN's F1 help to authenticate the user against the knowledge base. Two copy-to-clipboard fields:

1. Wiki JWT — the raw token.
2. Auto-login URL — https://support.innovative247.com/help?token=<jwt>. Bookmarking this URL signs the user in automatically and opens Atlas. Treat it like a password.

Regenerate Wiki JWT invalidates the existing URL. Use this if the URL has been shared or leaked.

!Screenshot placeholder: Wiki tab — JWT, URL, Regenerate button

Company Management

1. Profile — the access profile (set of allowed companies + capabilities) the user inherits from.
2. Primary Company — the company the user belongs to.
3. Visible companies — checklist of every company in the profile. Check the ones this user should be able to see SRs for. Use Select All / Deselect All to bulk-toggle.

!Screenshot placeholder: Company Management tab — profile, primary company, checklist

Editing an existing user

Click the pencil icon on a user's row. Same dialog opens with the user's current values. The Username field becomes read-only because changing it would break sign-in.

Changing another user's password (Group Admin / System Admin)

Click the key icon on the user's row. You'll be prompted to set a new password. Set Force password change on next login on the Permissions tab if you want the user to choose their own password the next time they sign in.

!Screenshot placeholder: change-password dialog (admin)

Sending email to a user

Click the email icon on a user's row (Group Admin / System Admin) to open a pre-addressed message in your mail client.

Your own account

Pick Profile from the top-right user menu to open the same User dialog against your own account. You can update your name, email addresses, phones, language, timezone, and (on the Wiki tab) regenerate your own Atlas auto-login URL. You can't change your own Username, Group Admin flag, System Admin flag, or Deleted flag.

To change your own password, pick Change Password from the top-right menu.

!Screenshot placeholder: My Profile dialog

Downloads

The Downloads tab shows the files Innovative247 has published for you — installers, dependency files, customer-facing tools, and documentation.

1. Click a folder to drill into it.
2. Click a file to download.
3. Click .. at the top of a folder to go up one level.

What you see depends on your company: cloud customers get extra folders for cloud-specific tools and scripts.

!Screenshot placeholder: Downloads tab

Check License

The Check License tab lets you verify a tunnel license and see which tunnels it has activated. Paste the license key, click Refresh, and the grid shows each activated tunnel's status, name, host, SSH port, and management port.

!Screenshot placeholder: Check License tab

Atlas Knowledge Base

Atlas is Innovative247's customer-facing help site. Open it from:

1. The Atlas Knowledge Base item in the sidebar.
2. The Atlas Knowledge Base item in the top-right user menu.
3. The F1 key inside SBN.exe (uses your account's auto-login token).
4. The Quick Lookup search at the top of every page — search results include Atlas pages alongside SRs and attachments.

!Screenshot placeholder: Atlas home page

Quick Lookup

The Quick Lookup box in the top bar searches across SRs, attachments, Atlas pages, and developer docs at once. Results appear in a panel on the right side of the screen, grouped by category. Click any result to open it.

!Screenshot placeholder: Quick Lookup expanded panel

Cloud Status (cloud customers only)

If your company is on Innovative247 Cloud, a Cloud Status tab appears in the sidebar. It shows the live status of your cloud services — monitoring connectors, signal processing, dashboards, anything Innovative247 is hosting for you.

!Screenshot placeholder: Cloud Status tab

Notifications

The portal sends email notifications when:

1. An SR you're on receives a new comment.
2. An SR you're on changes status.
3. A file is attached to an SR you're on.
4. A Priority-1 SR is created (also triggers SMS to Innovative247 on-call, if configured).

Notifications use Email 1 and Email 2 from your user profile, and (for P1 alerts) the phone numbers on file. Keep them current.

Inside the portal, real-time updates appear without refreshing the page — if Innovative247 posts a comment on an SR you have open, the new comment shows up automatically.

Languages

Set your preferred language on your Profile → Preferences tab. The portal applies browser translation on the next page load. SBN F1-launched Atlas sessions translate on first paint using the language stored on your account.

Tips

1. The sidebar can be collapsed to icons (click the chevron on its right edge) for more horizontal room when working in wide SR grids.
2. Star the SRs you check daily — they show up on your Dashboard Favorites and are one click away.
3. Keep your Email 1 and Phone 1 current. Innovative247 uses those fields for both routine notifications and Priority-1 alerts.
4. If a teammate leaves, set Mark as Deleted on their user (Permissions tab) instead of deleting the row — that preserves their history on past SRs while blocking new sign-ins.