Service Management

{"xsrfToken":"c5230df9-c530-4157-bb8b-991a59d99be6_6de37662528bd20080871a47cfb1ca2f0e703651_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},"branding":{"id":"14","key":"help2","name":"PreVeil Support Desk","portalBaseUrl":"/servicedesk/customer/portal/14","logoUrl":"/rest/servicedesk/1/customer/viewport-resources/portal-logo/14?_=6efdef42939f0377414051dcea292885","theme":{"headerBGColor":"#2d353f","headerLinkColor":"#ffffff","headerLinkHoverColor":"#161a1f","headerLinkHoverBGColor":"#161a1f","headerBadgeColor":"#161a1f"}},"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,"reqTypes":[{"id":"77","key":"technicalsupport","name":"Technical support","descriptionHtml":"","callToAction":"Technical support","introHtml":"<h1><a name=\"Pleaseprovideafulldescriptionoftheissue.\" target=\"_blank\"></a>Please provide a full description of the issue.</h1>\nScreen captures and video are appreciated.\nTips for media:\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>.\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>.\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>.\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\" target=\"_blank\">Key Menu logs </a> to ticket.\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.\nFor live assistance please prepare to join a Zoom meeting.","icon":10456,"groups":[18]},{"id":"83","key":"suggestfeature","name":"Suggest a new feature","descriptionHtml":"","callToAction":"Suggest a new feature","introHtml":"Let us know your idea for a new feature.","icon":10433,"groups":[18]}],"reqGroups":[{"id":18,"name":"General"}],"orderMapping":{"18":[77,83]},"kbs":{"kbEnabled":true,"kbLink":{"appLinkId":"CONFLUENCE_CLOUD","appLinkName":"PreVeil Knowledge Base","appLinkUrl":"https://preveil.atlassian.net/wiki/","spaceKey":"ESD","spaceName":"PreVeil knowledge base","spaceUrl":"https://preveil.atlassian.net/wiki/spaces/ESD"},"labels":[],"projectKey":"HELP2","serviceDeskId":14,"portalId":14},"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\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 are actively working on a fix in 5.6.3. Please see workarounds in this [article|https://preveil.atlassian.net/wiki/spaces/ESD/pages/3879239682].\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- 1/8/2025 The Key Menu updater has been activated which checks for a newer version and on finding an update asks the user yes or no to upgrade. Users must have admin privileges to run the upgrade installation\n[How to disable the Key Menu updater | https://preveil.atlassian.net/wiki/spaces/ESD/pages/3010986006]\n\n- 12/19/2024: PreVeil Support will be closed on December 25 and January 1 and on a reduced on-call schedule from December 26 to December 31.\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- 12/20/2024: [Build 5.6.2 | https://preveil.atlassian.net/wiki/spaces/ESD/pages/3816226817/Desktop+PreVeil+Version+5.6.2] has been released. [Download here|https://www.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>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 are actively working on a fix in 5.6.3. Please see workarounds in this <a href=\"https://preveil.atlassian.net/wiki/spaces/ESD/pages/3879239682\" class=\"external-link\" target=\"_blank\" rel=\"nofollow noopener\">article</a>. <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 <li>1/8/2025 The Key Menu updater has been activated which checks for a newer version and on finding an update asks the user yes or no to upgrade. Users must have admin privileges to run the upgrade installation <a href=\"https://preveil.atlassian.net/wiki/spaces/ESD/pages/3010986006\" class=\"external-link\" target=\"_blank\" rel=\"nofollow noopener\">How to disable the Key Menu updater </a></li>\n</ul>\n<ul class=\"alternate\" type=\"square\">\n <li>12/19/2024: PreVeil Support will be closed on December 25 and January 1 and on a reduced on-call schedule from December 26 to December 31.</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>12/20/2024: <a href=\"https://preveil.atlassian.net/wiki/spaces/ESD/pages/3816226817/Desktop+PreVeil+Version+5.6.2\" class=\"external-link\" target=\"_blank\" rel=\"nofollow noopener\">Build 5.6.2 </a> has been released. <a href=\"https://www.preveil.com/download\" class=\"external-link\" target=\"_blank\" rel=\"nofollow noopener\">Download here</a>. <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}},"sharedPortal":{"name":"PreVeil Support Desk","description":"Welcome to the help center - we're here to help! Raise a request from the options provided.","kbs":{"kbEnabled":true,"appLinkUrl":"https://preveil.atlassian.net/wiki/"}},"announcement":{"header":"","headerWiki":"","message":"[FILE A SUPPORT REQUEST HERE | https://servicedesk.preveil.com/servicedesk/customer/portal/14/create/77]\n\nImportant Notice: PreVeil Ticketing System Downtime\n\nThis weekend starting at 5:00 PM ET October 11, 2024, the ticketing system will be offline as we migrate to a new platform. During this time, the Help Center and support@preveil.com will not process requests. For support, please email support2@preveil.com, and our technicians will respond directly via email the next business day. We expect the new system to be online by Monday, October 14, 2024. Thank you for your understanding.\n\nSupport articles may be accessed on the Wiki: https://preveil.atlassian.net/wiki/spaces/ESD/overview\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://servicedesk.preveil.com/servicedesk/customer/portal/14/topic/8f98fc60-7fcc-4d37-a89a-ca8cb14a2844].\n- Starting July 2, 2024, PreVeil Express users may log in and reset their passwords. [Click here for more information. | https://servicedesk.preveil.com/servicedesk/customer/kb/view/3413278721]\n- Starting June 18, 2024, PreVeil Express users may create a recovery code file. We highly advise creating a recovery file. [Click here for a PreVeil Express Account Recovery Guide|https://servicedesk.preveil.com/servicedesk/customer/portal/14/article/3379265537].\n- Individual (non-org) Express users may delete their account by navigating to Settings > Profile and finding a Delete Account button.\n- A recent migration of the Knowledge Base has invalidated hyperlinks referring to the former Knowledge Base articles. While corrections are being made, the workaround is to edit the URL and replace portal/2 segment to portal/14.\n\nLatest Build\n- 10/2/2024: Build 5.3.1 has been released. [Download here|https://www.preveil.com/download].\n- 9/27/2024: Build 5.2.9 has been released web only.\n- 9/18/2024: Build 5.2.8 has been released. \n- [Click here for a guide on how to upgrade to the latest version on Windows | https://servicedesk.preveil.com/servicedesk/customer/portal/14/article/3074654239]\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].","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>\nImportant Notice: PreVeil Ticketing System Downtime\nThis weekend starting at 5:00 PM ET October 11, 2024, the ticketing system will be offline as we migrate to a new platform. During this time, the Help Center and support@preveil.com will not process requests. For support, please email support2@preveil.com, and our technicians will respond directly via email the next business day. We expect the new system to be online by Monday, October 14, 2024. Thank you for your understanding.\nSupport articles 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>\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://servicedesk.preveil.com/servicedesk/customer/portal/14/topic/8f98fc60-7fcc-4d37-a89a-ca8cb14a2844\" class=\"external-link\" rel=\"nofollow\" target=\"_blank\">Learn More</a>.</li>\n <li>Starting July 2, 2024, PreVeil Express users may log in and reset their passwords. <a href=\"https://servicedesk.preveil.com/servicedesk/customer/kb/view/3413278721\" class=\"external-link\" rel=\"nofollow\" target=\"_blank\">Click here for more information. </a></li>\n <li>Starting June 18, 2024, PreVeil Express users may create a recovery code file. We highly advise creating a recovery file. <a href=\"https://servicedesk.preveil.com/servicedesk/customer/portal/14/article/3379265537\" class=\"external-link\" rel=\"nofollow\" target=\"_blank\">Click here for a PreVeil Express Account Recovery Guide</a>.</li>\n <li>Individual (non-org) Express users may delete their account by navigating to Settings > Profile and finding a Delete Account button.</li>\n <li>A recent migration of the Knowledge Base has invalidated hyperlinks referring to the former Knowledge Base articles. While corrections are being made, the workaround is to edit the URL and replace portal/2 segment to portal/14.</li>\n</ul>\nLatest Build\n<ul class=\"alternate\" type=\"square\">\n <li>10/2/2024: Build 5.3.1 has been released. <a href=\"https://www.preveil.com/download\" class=\"external-link\" target=\"_blank\" rel=\"nofollow noopener\">Download here</a>.</li>\n <li>9/27/2024: Build 5.2.9 has been released web only.</li>\n <li>9/18/2024: Build 5.2.8 has been released.</li>\n <li><a href=\"https://servicedesk.preveil.com/servicedesk/customer/portal/14/article/3074654239\" class=\"external-link\" rel=\"nofollow\" target=\"_blank\">Click here for a guide on how to upgrade to the latest version on Windows </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</ul>","canEditAnnouncement":false,"hasTranslationInUserLocale":false,"hasTranslation":{"header":false,"message":false},"portalId":null},"organisations":{"organisations":[]},"groups":{"groups":[]},"portalWebFragments":{"headerPanels":[],"subheaderPanels":[],"footerPanels":[],"pagePanels":{}}}