Support ID

Our Customer Support team may ask you to capture the Support ID for a page in Onvio to help us quickly identify the cause of a problem. Follow the steps below to capture the Support ID.

  1. Log out and back into Onvio to start a fresh session.
  2. Navigate to the page in Onvio where you encountered the problem.
  3. Select the Help button, then Support ID.
  4. Select the Copy  copy button to copy the ID to your device's clipboard.
  5. Give this ID to the Customer Support representative. It also helps if you can give the approximate time when you encountered the problem.
  6. Log out and start a fresh session of Onvio.

The Support ID should be communicated to the team investigating the issue, via the ADO ticket.

Internal notes

The UK support team have asked for a different approach - keeping the session open, then obtaining the session ID.

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