Atlassian uses cookies to improve your browsing experience, perform analytics and research, and conduct advertising. Accept all cookies to indicate that you agree to our use of cookies on your device.
Atlassian cookies and tracking notice, (opens new window)
Atlassian uses cookies to improve your browsing experience, perform analytics and research, and conduct advertising. Accept all cookies to indicate that you agree to our use of cookies on your device. Atlassian cookies and tracking notice, (opens new window)
Help Center
  1. Help Center
  2. HDM Solar Service Desk

Report a system problem

Please provide as much detail as possible to help us understand the issue and resolve it quickly. If the error can be reproduced, a screen recording is especially valuable and can be added as an attachment.

Required fields are marked with an asterisk*
Severity 3 - Normal
, multiple selections available,
Drag and drop files, paste screenshots, or browse
Powered by Jira Service Management
{"xsrfToken":"0e3d41685b72b83d69866a5a1fcb48bd62e4aaea_lout","branding":{"id":"22","key":"hs","name":"HDM Solar Service Desk","portalBaseUrl":"/servicedesk/customer/portal/22","logoUrl":"/rest/servicedesk/1/customer/viewport-resources/portal-logo/22/8","theme":{"headerBGColor":"#ffffff","headerLinkColor":"#292929","headerLinkHoverColor":"#4d5727","headerLinkHoverBGColor":"#4d5727","headerBadgeColor":"#4d5727"}},"helpCenterBranding":{"logoUrl":"https://api.media.atlassian.com/file/49e9b79d-9da2-4894-9ecd-ed34bf425df0/image/cdn?token=eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiI3YjI4NWRmZC0yMjlmLTQ3NmEtYjAwOC1hOTFlZGU3NTQ2YTUiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpmaWxlOjQ5ZTliNzlkLTlkYTItNDg5NC05ZWNkLWVkMzRiZjQyNWRmMCI6WyJyZWFkIl19LCJleHAiOjE3ODYxMDE4NDAsIm5iZiI6MTc4NjEwMTI0MH0.sLDSwNfz-s6-2uuHOJEf3GwCemxCm-fRxPNaK5WIs5o&client=7b285dfd-229f-476a-b008-a91ede7546a5&mode=fit","logoId":"49e9b79d-9da2-4894-9ecd-ed34bf425df0","isLogoAvailable":true,"helpCenterTitle":"Welcome to the H3O Service Desk","sharedPortalName":"Help Center","userInitialAnnouncementHeader":"","userInitialAnnouncementMessageWiki":"","translations":{"en-US":{"helpCenterTitle":"Welcome to the Khi-Ro Service Desk","sharedPortalName":"Help Center","localeDisplayName":"English (United States)"},"en-GB":{"helpCenterTitle":"Welcome to the H3O Service Desk","sharedPortalName":"Help Center","localeDisplayName":"English (United Kingdom)"}},"canEditAnnouncement":false,"siteDefaultLanguageTag":"en-GB","userLanguageTag":"en-GB","portalThemeColor":"#000000","helpCenterTitleColor":"#ffffff","bannerMediaApiUrl":"https://api.media.atlassian.com/file/7a8a9e3e-e79f-43b7-a824-7e2963ea1340/image/cdn?token=eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiI3YjI4NWRmZC0yMjlmLTQ3NmEtYjAwOC1hOTFlZGU3NTQ2YTUiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpmaWxlOjdhOGE5ZTNlLWU3OWYtNDNiNy1hODI0LTdlMjk2M2VhMTM0MCI6WyJyZWFkIl19LCJleHAiOjE3ODYxMDE4NDAsIm5iZiI6MTc4NjEwMTI0MH0.m98pDIEWyOJTpkJqWr3FnQZi06ddhVNDNJOuZsZkd3M&client=7b285dfd-229f-476a-b008-a91ede7546a5&height=300&mode=fit","bannerMediaApiFileId":"7a8a9e3e-e79f-43b7-a824-7e2963ea1340","useDefaultBanner":false,"isBannerAvailable":true,"hasTopBarBeenSplit":false},"portal":{"id":"22","key":"hs","projectId":10326,"serviceDeskId":22,"name":"HDM Solar Service Desk","description":"<p>Welcome! You can raise a request for HDM Solar using the options provided.</p>","portalBaseUrl":"/servicedesk/customer/portal/22","onlyPortal":false,"reqTypes":[{"id":"329","name":"Report a system problem","descriptionHtml":"<p>Please provide as much detail as possible to help us understand the issue and resolve it quickly. If the error can be reproduced, a screen recording is especially valuable and can be added as an attachment.</p>","callToAction":"Report a system problem","introHtml":"<p>Use this option to report a system fault or bug.</p>","icon":10533,"iconUrl":"https://khi-ro.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10533","groups":[90],"key":""},{"id":"358","name":"Report New/Modified Functionality","descriptionHtml":"","callToAction":"Report New/Modified Functionality","introHtml":"<p>Use this option if you’d like to add something new or make an existing feature better, such as requesting a new report, improving a search function, or changing the layout of a screen.</p>","icon":10547,"iconUrl":"https://khi-ro.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10547","groups":[151],"key":""},{"id":"328","name":"Emailed request","descriptionHtml":"","callToAction":"Emailed request","introHtml":"<p>Request received from your email support channel.</p>","icon":10539,"iconUrl":"https://khi-ro.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10539","groups":[],"key":""},{"id":"357","name":"Report a bug","descriptionHtml":"","callToAction":"Report a bug","introHtml":"<p>Use this option if the system works but is clearly wrong because of a software issue, such as when a button does nothing, a report shows the wrong totals, or a page crashes after a certain action.</p>","icon":10557,"iconUrl":"https://khi-ro.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10557","groups":[],"key":""},{"id":"334","name":"Request new software/functionality/hardware","descriptionHtml":"","callToAction":"Request new software/functionality/hardware","introHtml":"<p>If you need a new functionality, software or hardware please raise the request here.</p>","icon":10559,"iconUrl":"https://khi-ro.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10559","groups":[],"key":""}],"reqGroups":[{"id":90,"name":"Report a System Problem or Bug ❌"},{"id":151,"name":"Request a System Enhancement ✅"}],"orderMapping":{"118":[357],"119":[358],"151":[358],"91":[334],"88":[334,329],"90":[329],"85":[329],"89":[329]},"kbs":{"kbEnabled":false,"serviceDeskId":-1},"createPermission":true,"portalAnnouncement":{"portalId":22,"canEditAnnouncement":false,"canAdministerProject":false,"portalProjectKey":"HS","userLanguageHeader":"","userLanguageMessageWiki":"","defaultLanguageHeader":"","defaultLanguageMessage":"","defaultLanguageDisplayName":"English (United Kingdom)","isUsingLanguageSupport":false,"translations":{}},"canViewCreateRequestForm":true,"isProjectSimplified":false,"mediaApiUploadInformation":{"token":"eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiI3YjI4NWRmZC0yMjlmLTQ3NmEtYjAwOC1hOTFlZGU3NTQ2YTUiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTp1cGxvYWQ6KiI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl0sInVybjpmaWxlc3RvcmU6Y2h1bms6KiI6WyJyZWFkIiwiY3JlYXRlIl0sInVybjpmaWxlc3RvcmU6Y29sbGVjdGlvbjp1cGxvYWQtdXNlci1jb2xsZWN0aW9uLTE5MTE3MzM1NTYiOlsicmVhZCIsImNyZWF0ZSIsInVwZGF0ZSJdfSwiZXhwIjoxNzg2MTAyNDM5LCJuYmYiOjE3ODYxMDEyMzksImFub25JZCI6ImFub24tdXNlciIsImh0dHBzOi8vaWQuYXRsYXNzaWFuLmNvbS9hcHBBY2NyZWRpdGVkIjpmYWxzZX0.h6jITeTGEABdpEmsIT6H2JoNsBC-JA50bhaONFXGkgo","targetCollection":"upload-user-collection-1911733556","endpointUrl":"https://api.media.atlassian.com","clientId":"7b285dfd-229f-476a-b008-a91ede7546a5","tokenDurationInMins":20}},"reqCreate":{"id":329,"projectId":10326,"issueType":{"id":"10102","name":"[System] Incident"},"form":{"name":"Report a system problem","descriptionHtml":"<p>Please provide as much detail as possible to help us understand the issue and resolve it quickly. If the error can be reproduced, a screen recording is especially valuable and can be added as an attachment.</p>","callToAction":"Report a system problem","intro":"<p>Use this option to report a system fault or bug.</p>","instructions":"<p>Please provide as much detail as possible to help us understand the issue and resolve it quickly. If the error can be reproduced, a screen recording is especially valuable and can be added as an attachment.</p>","icon":10533,"iconUrl":"https://khi-ro.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10533","key":""},"fields":[{"fieldType":"text","fieldId":"email","fieldConfigId":"","label":"Email confirmation to","description":"","descriptionHtml":"","required":true,"displayed":true,"presetValues":[]},{"fieldType":"select","jiraFieldType":"priority","fieldId":"priority","fieldConfigId":"","label":"Priority","description":"","descriptionHtml":"","required":true,"displayed":true,"presetValues":[],"values":[{"value":"1","label":"Severity 1 - Critical","selected":false,"children":[]},{"value":"3","label":"Severity 2 - Urgent","selected":false,"children":[]},{"value":"5","label":"Severity 3 - Normal","selected":true,"children":[]},{"value":"10004","label":"Severity 4 - Low","selected":false,"children":[]}],"noneOptionRequired":false},{"fieldType":"text","jiraFieldType":"summary","fieldId":"summary","fieldConfigId":"","label":"Summarise the problem","description":"","descriptionHtml":"","required":true,"displayed":true,"presetValues":[]},{"fieldType":"multiselect","jiraFieldType":"com.atlassian.jira.plugin.system.customfieldtypes:multiselect","fieldId":"customfield_10175","fieldConfigId":"10436","label":"Site Location","description":"","descriptionHtml":"","required":true,"displayed":true,"presetValues":[],"values":[{"value":"10145","label":"Sheffield","selected":false,"children":[]},{"value":"10146","label":"Hull","selected":false,"children":[]},{"value":"10147","label":"Bournemouth","selected":false,"children":[]},{"value":"10148","label":"Basildon","selected":false,"children":[]},{"value":"10149","label":"Port Talbot","selected":false,"children":[]},{"value":"10214","label":"Livingston","selected":false,"children":[]},{"value":"10150","label":"All Sites","selected":false,"children":[]}]},{"fieldType":"textarea","jiraFieldType":"description","fieldId":"description","fieldConfigId":"","label":"Describe what happened and how it occurred","description":"","descriptionHtml":"","required":true,"displayed":true,"presetValues":[],"rendererType":"atlassian-wiki-renderer"},{"fieldType":"textarea","jiraFieldType":"com.atlassian.jira.plugin.system.customfieldtypes:textarea","fieldId":"customfield_10174","fieldConfigId":"10435","label":"Document Number","description":"","descriptionHtml":"","required":true,"displayed":true,"presetValues":[],"rendererType":"atlassian-wiki-renderer"},{"fieldType":"attachment","jiraFieldType":"attachment","fieldId":"attachment","fieldConfigId":"","label":"Attachment","description":"","descriptionHtml":"","required":false,"displayed":true,"presetValues":[]}],"userOrganisations":[],"canBrowseUsers":true,"requestCreateBaseUrl":"/servicedesk/customer/portal/22/create/329","requestValidateBaseUrl":"/servicedesk/customer/portal/22/validate/329","calendarParams":{"firstDay":1,"date":"2026-08-07T12:14:00+0100","useISO8601WeekNumbers":false,"dateIfFormat":"%e/%b/%y","dateTimeIfFormat":"%e/%b/%y %I:%M %p","timeFormat":"12"},"kbs":{"kbEnabled":false,"serviceDeskId":-1},"canRaiseOnBehalf":false,"canSignupCustomers":false,"canCreateAttachments":true,"attachmentRequiredField":false,"hasGroups":true,"canSubmitWithEmailAddress":true,"showRecaptcha":true,"siteKey":"6LePXLkdAAAAAF4gCNalrL1IvZcqbNbZf_Zakudd","mediaApiUploadInformation":{"token":"eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiI3YjI4NWRmZC0yMjlmLTQ3NmEtYjAwOC1hOTFlZGU3NTQ2YTUiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTp1cGxvYWQ6KiI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl0sInVybjpmaWxlc3RvcmU6Y2h1bms6KiI6WyJyZWFkIiwiY3JlYXRlIl0sInVybjpmaWxlc3RvcmU6Y29sbGVjdGlvbjp1cGxvYWQtdXNlci1jb2xsZWN0aW9uLTE5MTE3MzM1NTYiOlsicmVhZCIsImNyZWF0ZSIsInVwZGF0ZSJdfSwiZXhwIjoxNzg2MTAyNDQwLCJuYmYiOjE3ODYxMDEyNDAsImFub25JZCI6ImFub24tdXNlciIsImh0dHBzOi8vaWQuYXRsYXNzaWFuLmNvbS9hcHBBY2NyZWRpdGVkIjpmYWxzZX0.jUdALMUGIZY5ZhRKi-xwGZ60GJMQZAVp41QSK6Db0zc","targetCollection":"upload-user-collection-1911733556","endpointUrl":"https://api.media.atlassian.com","clientId":"7b285dfd-229f-476a-b008-a91ede7546a5","tokenDurationInMins":20},"hasProformaForm":false,"proformaTemplateForm":{},"proforma":{"formExists":false,"formValid":false},"key":""},"portalWebFragments":{"headerPanels":[],"subheaderPanels":[],"footerPanels":[],"pagePanels":{"propertyPanels":[],"legacyPropertyPanels":[]}}}
{"headless":false,"wacLink":"https://www.atlassian.com/software/jira/service-desk/powered-by?utm_medium=jira-in-product&utm_source=jira_service_desk_portal_footer&utm_content=khi-ro","contactLink":"/secure/ContactAdministrators!default.jspa","serviceDeskVersion":"3.3.0-OD","contextPath":"","xsrfToken":"0e3d41685b72b83d69866a5a1fcb48bd62e4aaea_lout","baseUrl":"https://khi-ro.atlassian.net/servicedesk/customer","relativeBaseUrl":"/servicedesk/customer","jiraDisplayUrl":"https://khi-ro.atlassian.net","onDemand":true,"mediaApiExternalUrl":"https://api.media.atlassian.com","mediaApiAppClientId":"7b285dfd-229f-476a-b008-a91ede7546a5","fabricEmojiUrl":"/gateway/api","helpCenterType":"BASIC","traceId":"d30e5d048598410aa1c1e7680bb9a108","siteDefaultLanguageTag":"en-GB","featuredValues":{"multiHelpCenterEnabled":false,"hcAIAnswersEnabled":false,"jsmAiConfigEnabled":true,"helpCenterCustomizationEnabled":false},"helpCenterHomePageSlug":"portals","customerAccountAvailabilty":"JSM_AND_JCS","baseUrlCSM":"https://khi-ro.atlassian.net","edition":"standard","anonymousEnabled":true,"requestIntroEnabled":true}