View Categories

Technical Support

4 min read

Table of Contents

Technical Support #

This guide explains the mechanisms for submitting technical support requests and how requests move through the internal technical support system across three main stages:

  • Beneficiaries
  • Regional Support Team
  • Central Support Team

Internal Technical Support System #

Stage One: Beneficiaries #

Beneficiaries (teachers, administrators, or the school system specialist) can submit technical support requests through the Noor platform after logging in, via the side menu by clicking on Internal Technical Support.

What Happens at This Stage: #

  • The beneficiary selects the request type, writes the details, and uploads attachments if needed.
  • If the issue can be resolved at the school level:
    The school system specialist resolves it directly without escalation.
  • If the issue cannot be resolved:
    The request is escalated to the second stage (Regional Support Team) by clicking Escalate.

Stage Two: Regional Support Team #

After receiving the request from the school, the regional support team:

  • Attempts to resolve the issue by the regional system administrator.
  • If the issue is resolved:
    The request is closed and feedback is sent back to the beneficiary at the school.
  • If the issue is not resolved:
    The request is escalated to the third stage (Central Support Team at the Ministry).

Stage Three: Central Support Team (Ministry) #

The central support team receives only the requests escalated from the regions.

At this stage:

  • The request is reviewed by the central system administrator.
  • The issue is resolved, and instructions or updates are issued if necessary.
  • Feedback is sent to the regional support team and returned to the beneficiary.

Internal Technical Support #

Accessing the Internal Technical Support Screen #

From the side menu in the Noor platform:
Support → Internal Technical Support → Submit New Request

Steps to Create a Support Request #

Step 1: Select Request Type #

  • Data
  • System Error
  • Inquiry / Investigation

Step 2: Select the Relevant Department #

Choose the appropriate department to ensure correct request routing.

Step 3: Select Request Priority Level #

  • Low
  • Medium
  • High
  • Critical

Step 4: Select Request Scope #

(Specific School / General)

Step 5: Enter Request Title #

A clear and concise title that accurately describes the issue.

Step 6: Enter Request Description #

Include:

  • What were you trying to do?
  • What actually happened?
  • Did you attempt any solutions?

Step 7: Add Page Link #

Copy and paste the page URL where the issue occurred to help the support team access it directly.

Step 8: Attach Supporting Files #

  • Screenshot of the issue
  • Short video
  • Supporting documents

Attachments help clarify the problem and significantly speed up resolution.

Step 9: Submit Request #

Click Submit to route the request through the appropriate workflow across the three stages.

Steps to Respond to Technical Support Requests #

  • Go to the Tickets Table page.
  • A list of all registered requests will appear.

Select the Required Request #

Search for the request you want to process.
Click on the request subject (title).

Open Request Details Page #

After clicking the request subject, a page opens displaying:

  • Ticket number
  • Status
  • Requester details
  • Issue description

Add a New Reply #

  • At the bottom of the page, find the Add Comment box.
  • Enter your response or action taken.
  • Attach files or images if needed.
  • Click Submit.

3. Central Support #

(Visible only for specific accounts based on permissions)

This screen displays the status of technical support tickets, categorized according to their current state. It shows:

  • Tickets escalated by school system specialists to the regional level
  • Tickets escalated directly by users

At the top, the main ticket statuses appear with the number of tickets under each status.

Explanation of Ticket Statuses #

  • In Progress
    Tickets currently being handled by the support team.
  • To Be Processed
    Tickets registered but not yet started.
  • Automatically Closed
    Tickets closed due to lack of user interaction within the allowed time.
  • Waiting for User Response
    Support team has responded and requires follow-up from the user.
  • Waiting for Activation Team Response
    Tickets forwarded to the activation team for further action.
  • Resolved
    Tickets closed after resolution or answering the inquiry.

Search and Filter Bar #

You can search by:

  • Ticket number
  • Subject
  • School
  • Region
  • Status (All — In Progress — Closed — etc.)

Tickets Table (Bottom of the Page) #

Displays ticket details such as:

  • Description
  • Column
  • System Ticket Number
  • Request Number
  • Issue Subject
  • Status
  • Associated Region
  • Assigned To
  • Submitted By
  • Submission Date

4. Frequently Asked Questions (FAQ) #

Contents – Add New Topic #

The FAQ page contains the most common questions about the system. You can click on any topic to view its question and answer. As a system administrator, you can add a new topic with your own question.

To Add a New Topic: #

  1. Click Add Topic on the FAQ page.
  2. Enter a title for your topic.
  3. Select the appropriate category from the dropdown list.
  4. Enter your question in the editor box.
  5. Select the language in which you want your question to appear.
  6. Click Save to store your question.
What are your Feelings