Service Management

{"xsrfToken":"c5230df9-c530-4157-bb8b-991a59d99be6_ca8c60b52447de2c236e6e78bfb4cadcd607e796_lout","user":{"key":"","userName":"","displayName":"","email":"","calendarResource":"jira.webresources:calendar-en","language":{"key":"en_US","displayName":"English (United States) [Default]"},"canChangePassword":false,"canUpdateUser":false,"allOpenRequestsCount":0,"pendingApprovalsCount":0,"approvalsCount":0,"canAdministerJIRA":false,"isAnonymous":true,"agentForPortal":false},"helpCenterBranding":{"headerBGColor":"#071139","headerLinkColor":"#ffffff","headerLinkHoverColor":"#ffffff","headerLinkHoverBGColor":"#f7f7f7","logoUrl":"","helpCenterTitle":"Welcome to PreVeil's Support Desk","sharedPortalName":"PreVeil Support Desk"},"portal":{"id":"14","key":"help2","projectId":10091,"serviceDeskId":14,"name":"PreVeil Support Desk","description":"Welcome! You can search for an answer, browse our support articles, or raise a support request from the options provided.","portalBaseUrl":"/servicedesk/customer/portal/14","onlyPortal":true,"createPermission":true,"openRequestCount":0,"announcement":{"header":"","headerWiki":"","message":"[FILE A SUPPORT REQUEST HERE | https://servicedesk.preveil.com/servicedesk/customer/portal/14/create/77]\n\nSupport articles and news may be accessed on the Wiki: https://preveil.atlassian.net/wiki/spaces/ESD/overview\n- 3/28/2025 [PreVeil Express Introduces Enhanced Security Features in Latest Update in supporting passkey and security key in multi-factor authentication | https://preveil.atlassian.net/wiki/spaces/ESD/pages/4059201538].\n\n- 1/20/2025 For users experiencing \"This item couldn't be found. If you received this item via a shared link, request a new direct link for access\" error on the desktop 5.6.2 build we have fixed the issue in the latest version 5.7.2.\n\n- [The TCP service not running in the diagnostic may be ignored|https://preveil.atlassian.net/wiki/spaces/ESD/pages/3879698440]. It has not been an active service in the desktop PreVeil software.\n\nImportant\n\n- Have you set up an account recovery method? PreVeil Support cannot recover your account because we do not store your private key. [Learn more|https://preveil.atlassian.net/wiki/spaces/ESD/pages/2218917889/Creating+a+Recovery+Code+File+for+Your+PreVeil+Encryption+Key].\n\nLatest Build\n- 04/21/2025: [Build 5.8.0 | https://preveil.atlassian.net/wiki/spaces/ESD/pages/3992944641/Desktop+PreVeil+5.7.2+Release+Notes] has been released. [Download here | https://preveil.com/download].\n- [Click here for a guide to the Windows upgrade | https://servicedesk.preveil.com/servicedesk/customer/kb/view/3074654239?applicationId=CONFLUENCE_CLOUD&portalId=14&pageNumber=1&resultNumber=2&q=How%2520to%2520upgrade&q_time=1728844107627]\n\nContact\n- For compliance questions, email [compliance@preveil.com|mailto:compliance@preveil.com].\n- For product feedback, email [feedback@preveil.com|mailto:feedback@preveil.com].\n- For customer success, email [customersuccess@preveil.com|mailto:customersuccess@preveil.com].","messageWiki":"<a href=\"https://servicedesk.preveil.com/servicedesk/customer/portal/14/create/77\" class=\"external-link\" rel=\"nofollow\" target=\"_blank\">FILE A SUPPORT REQUEST HERE </a>\nSupport articles and news may be accessed on the Wiki: <a href=\"https://preveil.atlassian.net/wiki/spaces/ESD/overview\" class=\"external-link\" target=\"_blank\" rel=\"nofollow noopener\">https://preveil.atlassian.net/wiki/spaces/ESD/overview</a>\n<ul class=\"alternate\" type=\"square\">\n <li>3/28/2025 <a href=\"https://preveil.atlassian.net/wiki/spaces/ESD/pages/4059201538\" class=\"external-link\" target=\"_blank\" rel=\"nofollow noopener\">PreVeil Express Introduces Enhanced Security Features in Latest Update in supporting passkey and security key in multi-factor authentication </a>.</li>\n</ul>\n<ul class=\"alternate\" type=\"square\">\n <li>1/20/2025 For users experiencing \"This item couldn't be found. If you received this item via a shared link, request a new direct link for access\" error on the desktop 5.6.2 build we have fixed the issue in the latest version 5.7.2.</li>\n</ul>\n<ul class=\"alternate\" type=\"square\">\n <li><a href=\"https://preveil.atlassian.net/wiki/spaces/ESD/pages/3879698440\" class=\"external-link\" target=\"_blank\" rel=\"nofollow noopener\">The TCP service not running in the diagnostic may be ignored</a>. It has not been an active service in the desktop PreVeil software.</li>\n</ul>\nImportant\n<ul class=\"alternate\" type=\"square\">\n <li>Have you set up an account recovery method? PreVeil Support cannot recover your account because we do not store your private key. <a href=\"https://preveil.atlassian.net/wiki/spaces/ESD/pages/2218917889/Creating+a+Recovery+Code+File+for+Your+PreVeil+Encryption+Key\" class=\"external-link\" target=\"_blank\" rel=\"nofollow noopener\">Learn more</a>.</li>\n</ul>\nLatest Build\n<ul class=\"alternate\" type=\"square\">\n <li>04/21/2025: <a href=\"https://preveil.atlassian.net/wiki/spaces/ESD/pages/3992944641/Desktop+PreVeil+5.7.2+Release+Notes\" class=\"external-link\" target=\"_blank\" rel=\"nofollow noopener\">Build 5.8.0 </a> has been released. <a href=\"https://preveil.com/download\" class=\"external-link\" target=\"_blank\" rel=\"nofollow noopener\">Download here </a>.</li>\n <li><a href=\"https://servicedesk.preveil.com/servicedesk/customer/kb/view/3074654239?applicationId=CONFLUENCE_CLOUD&portalId=14&pageNumber=1&resultNumber=2&q=How%2520to%2520upgrade&q_time=1728844107627\" class=\"external-link\" rel=\"nofollow\" target=\"_blank\">Click here for a guide to the Windows upgrade </a></li>\n</ul>\nContact\n<ul class=\"alternate\" type=\"square\">\n <li>For compliance questions, email <a href=\"mailto:compliance@preveil.com\" class=\"external-link\" target=\"_blank\" rel=\"nofollow noopener\">compliance@preveil.com<img class=\"rendericon\" src=\"https://servicedesk.preveil.com/servicedesk/customershim/images/icons/mail_small.gif\" height=\"12\" width=\"13\" align=\"absmiddle\" alt=\"\" border=\"0\"></a>.</li>\n <li>For product feedback, email <a href=\"mailto:feedback@preveil.com\" class=\"external-link\" target=\"_blank\" rel=\"nofollow noopener\">feedback@preveil.com<img class=\"rendericon\" src=\"https://servicedesk.preveil.com/servicedesk/customershim/images/icons/mail_small.gif\" height=\"12\" width=\"13\" align=\"absmiddle\" alt=\"\" border=\"0\"></a>.</li>\n <li>For customer success, email <a href=\"mailto:customersuccess@preveil.com\" class=\"external-link\" target=\"_blank\" rel=\"nofollow noopener\">customersuccess@preveil.com<img class=\"rendericon\" src=\"https://servicedesk.preveil.com/servicedesk/customershim/images/icons/mail_small.gif\" height=\"12\" width=\"13\" align=\"absmiddle\" alt=\"\" border=\"0\"></a>.</li>\n</ul>","canEditAnnouncement":false,"hasTranslationInUserLocale":false,"hasTranslation":{"header":false,"message":false},"portalId":14},"portalSearchBarSettings":{"isEnabled":false}},"reqCreate":{"key":"technicalsupport","id":77,"projectId":10091,"form":{"key":"technicalsupport","name":"Technical support","descriptionHtml":"","callToAction":"Technical support","intro":"<h1><a name=\"Pleaseprovideafulldescriptionoftheissue.\"></a>Please provide a full description of the issue.</h1>\n\nScreen captures and video are appreciated.\n\n\nTips for media:\n\nWindows users may use the <a href=\"https://support.microsoft.com/en-AU/windows/use-snipping-tool-to-capture-screenshots-00246869-1843-655f-f220-97299b865f6b\" class=\"external-link\" target=\"_blank\" rel=\"nofollow noopener\">Snipping Tool to capture a screenshot</a>.\n\nMicrosoft Office users may use <a href=\"https://support.microsoft.com/en-us/office/record-your-screen-in-powerpoint-0b4c3f65-534c-4cf1-9c59-402b6e9d79d0\" class=\"external-link\" target=\"_blank\" rel=\"nofollow noopener\">Microsoft PowerPoint to record a video</a>.\n\nMac users may use <a href=\"https://support.apple.com/guide/mac-help/take-a-screenshot-mh26782/mac\" class=\"external-link\" target=\"_blank\" rel=\"nofollow noopener\">Screenshot for both screen capture and video</a>.\n\nPlease attach <a href=\"https://servicedesk.preveil.com/servicedesk/customer/kb/view/601751561?applicationId=CONFLUENCE_CLOUD&portalId=14&pageNumber=1&resultNumber=1&q=Key%2520Menu&q_time=1728845779658\" class=\"external-link\" rel=\"nofollow\">Key Menu logs </a> to ticket.\n\nA PreVeil Support technician will respond by automated email. Please periodically check your inbox and ensure email from support@preveil.com is allowed by your email system.\n\nFor live assistance please prepare to join a Zoom meeting.","instructions":"","icon":10456},"fields":[{"fieldType":"text","fieldId":"email","fieldConfigId":"","label":"Email confirmation to","description":"","descriptionHtml":"","required":true,"displayed":true},{"fieldType":"text","fieldId":"summary","fieldConfigId":"","label":"Summary","description":"","descriptionHtml":"","required":true,"displayed":true},{"fieldType":"textarea","fieldId":"description","fieldConfigId":"","label":"What do you need help with? 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