Log New Issue¶
Use Log New Issue to send a service, technical, or billing problem to the PMT support team from within the portal. The form sends the supplied details to support by email so that the issue can be reviewed and escalated to an appropriate team member.
When to log an issue¶
Log an issue when you need assistance with:
- a service that is unavailable, degraded, or behaving unexpectedly;
- a technical portal or gateway problem that you cannot resolve using the documentation; or
- usage, reconciliation, or billing information that appears incorrect after you have checked the report scope.
For guidance on how a page works, first use Help & Support → View Online Documentation. For an urgent production incident, follow any additional escalation process agreed with your organisation; submitting this form does not by itself confirm an emergency response time.
Open the form¶
- Open Help & Support from the portal navigation or user menu.
- In the Support section, select Log New Issue.
The same form can also be opened from supported dashboard service-health areas. Opening it from the dashboard does not automatically complete the entity or service fields; check every selection before submitting.
Complete the form¶
All fields are required.
| Field | What to enter | Guidance |
|---|---|---|
| Name | Your name or the name of the person support should contact | Use a recognisable name so that support can identify the reporter. |
| Entity | The entity affected by the issue | Selecting an entity filters the services available in the next field. |
| Service | The affected service | Only services associated with the selected entity are shown. If none appear, verify the entity and your access. |
| Issue Type | Service Impaired, Technical Issue, or Billing Issue |
Service Impaired is selected by default. Choose the category that best describes the problem. |
| Description of issue | A clear description of the symptoms and impact | Include what happened, when it began, what you expected, and any troubleshooting already performed. |
Useful descriptions include the affected page or route, the date and time with timezone, relevant report period, visible error text, and whether the problem affects one user or multiple users. Do not enter passwords, secret keys, access tokens, private certificate keys, or unnecessary personal information.
The current form does not provide an attachment field. If a screenshot, CSV, correlation ID, or other evidence is required, mention that it is available and share it through the approved follow-up channel requested by support.
Submit the issue¶
- Review the selected entity, service, and issue type.
- Select Log Issue.
- If a required field is missing, complete the field identified by the validation message and submit again.
- Wait for the success message before leaving the page.
On success, the portal displays Email has been sent successfully and closes the form. The submitted email includes your name, entity, service, issue type, and description. This confirmation means that the message was sent to the support channel; it is not a displayed Jira ticket number or confirmation that the issue has already been resolved.
Select Cancel to close the form without submitting it.
If submission fails¶
If the portal displays Failed to send email:
- keep a copy of the description you entered;
- confirm that the portal is connected and that your session is still active;
- retry once after checking the required fields; and
- use your organisation's approved alternative support channel if the failure continues.
Include the time of the failed attempt and any visible error or correlation ID when contacting support through another channel.