Welcome to Lumina Support

How to Create a New Case

1. Go to New Case 　　　　　　　　　　

2. Specify your priority

3. Describe your case

4. Attach files (screenshots, logs…, etc.) if any

5. Submit your case

How to Reply a Case

1. You can see agent reply in activities.

2. You can reply or update to case by ADD COMMENT

3. Add your reply in comment

4. Attach file (screenshots, logs,…etc.) if any.

5. SAVE & CLOSE

How to Close a Case

1. Click CLOSE CASE

2. Click Yes to confirm close

1. Go to New Contact

2. ADD NEW

3. Enter mandatory information (Name, Email, Country)

　Email will be used for login. Please double confirm the email is correct.

4. Select ‘Unrestricted External User’ in User Type

　Email will be populated to login automatically.

5. Click Save

6. System will send out login information to contact email within 5 mins.

If your colleague do not receive the mail, please raise a support case to us.

How to Disable a Support Account

1. Go to Contacts

2. Choose the contact you want to disable

3. Uncheck ‘Active’ box and Save

What Does Case Status Represent

Status	Reason	Definition
New	Assigned	Case is successfully created, but not taken yet.
Open	In Process	Case is taken by Lumina consultant, analysis or solution in progress.
Open	In Escalation	Reported case is escalated to Acumatica for further support
Open	Updated	Case is updated or required information is provided by customer, but not yet taken by Lumina consultant.
Pending Customer	More information requested	Case is taken by Lumina consultant, but requires more information for further investigation.
Pending Customer	Waiting Confirmation	Solution or work-around is provided in case, customer confirmation is required.
Closed	Closed on Portal	Case is confirmed closed by customer from portal.