Help/FAQs

Brightly lit hallway in library with shelving on either side
General Contacts / Connections Communities / Discussions Notifications & Engagement
Library / Resources Knowledge Base
Feature Requests



General | Top

Q: What is my username/password?

A: Your login credentials are the same username and password that you use to log in to the main site. If you have forgotten your login credentials or need assistance with your login information, please click here.

Q: How do I update my contact information?

A: On your profile page, please select the pencil icon next to "Contact Details" in the left column.

Q: How do I control what information is visible in My Profile?

A: Please navigate to your profile page, then select the "My Account" tab and choose "Privacy Settings" from the drop-down menu. This will let you control what information is visible to whom.  After you’ve made changes, click the “Save Changes” button at the bottom of the page.


Q: How do I report an issue?

A: For any problem you’re having, please first search the QCP as there may be guidance in the Knowledge Base or an existing issue, which you may consult. Identify the keyword or topic most relevant to your concern. Please note that the in-platform search employs an implied OR for multiple words. To ensure both terms appear in your search results, use AND, or to search for the specific phrase enclose your search terms in quotation marks.

Limit your results to Knowledge Base articles by applying a topical filter from “Formal Tags”. Please Note: These results may display the label “Article” or “Blog Entry.” Or simply head straight to the Knowledge Base Table of Contents to browse the documentation.

If you’re unable to find an answer in our documentation, check the Issue Reporting community to see if this problem has already been identified by another user by applying the relevant Community filter to your previous search results. Find out whether a fix is in development or guidance was provided.

If the issue has already been reported, please comment on the existing thread with any specific details relevant to your experience. In addition to making Customer Experience aware, this will automatically subscribe you to notifications for this issue.

If you do not find an existing report matching your issue, please start a new thread. Consider whether this issue is specific to your project or if this could be an issue affecting common functionality that would be of interest to other customers.

If the issue seems specific to your project, post a new Discussion Thread to your individual customer community; find it listed on “My Communities.” This is also a secure place to share any relevant files and ask any questions directly of the Customer Experience team. Think of it as a chat space for your team and Customer Experience.

If the issue seems relevant to the wider community, please post as a Discussion Thread to the Issue Reporting community. Posting to this space allows other customers to provide feedback in addition to the Customer Experience team, which may result in even speedier resolution.


Q: Where do I find information about Quartex development?

A: All new releases are announced on the homepage along with release notes. Release notes are available in the Resource Library. Find a quick link on the righthand side of the homepage.

In addition the Product Development team… solicits feedback on select Feature Requests and via polls, and communities may be formed around certain topics or features 


Q: Where can I find examples of other customers’ Quartex sites? 

A: Check out the Published Quartex Sites page listed under the Communities menu.


Contacts / Connections | Top

Q: How do I find other members?

A: Click the "Member Directory” link found in the main navigation bar. The Directory lets you search for other users based on:
  • First and/or last name
  • Company/Institution name
  • Email address
  • City
  • State
  • Country

Q: How do I add contacts to my contact list?

A: There are several ways to add contacts. When you perform a search in the Member Directory, you will see an “Add as contact” button to the right of each person in your search results. Just click this button to send a contact request. If you click through and view an individual’s profile, you can click the contact request link to the right of his or her profile picture.

Q: Why should I add contacts to my contact list?

A: Creating this virtual address book makes it easy to send your contacts messages through the community site to stay in touch, ask questions or even build a referral network. Additionally, when you view another member’s profile, you’ll be able to see any contacts you have in common. You can also choose to let your contacts view certain demographics in your profile that others can't.


Communities / Discussions | Top

Q: What are communities?

A: Communities are spaces that allow you to participate in discussions and share resources with other members of that group. Within each community, only those members of the community can view, post and respond to threads.

We have organized the following types of communities on the Quartex Community Platform: 
  • A community for all users (General Forum)
  • The Issue Reporting community for all active Quartex users 
  • A community for each customer 
  • A community for all trialists 
  • Special Interest Groups for select topics (by invitation)
Additional types of communities may be added over time. 

Q: Which communities do I belong to?

A: Upon being added to the Quartex Community Platform, each user is added to the General Forum. In addition, all users can view issues in the Issue Reporting community, although posting permissions are limited to active users.

Additional community membership is dependent on your customer status. Each customer also belongs to a community for their specific project team to discuss the build and share files. If you are using Quartex as part of a trial, you have been added to the Trialists community. 


Find out which you’ve been added to by navigating to “Communities” in the main navigation bar and selecting “My Communities”. 

 


Q: How do I join/subscribe to a community and the affiliated discussion group?

A:  Click on “Communities” in the main navigation and click on “Communities I Can Join” in order to see a list of available communities. Click on the community that you wish to join and simply click "Join," then choose a delivery option for posts (Real Time, Daily Digest or No Email).

Q: How do I respond to others’ posts?

A: To respond to a discussion post, please navigate to the discussion post and click “Reply" to send your message to the entire community.  To send a message to the only author of the post, please select “Reply Privately” (located in the "Reply" drop-down).  We recommend replying privately for simple comments like “me, too” that add little value to the overall discussion; and replying to the entire community when you are sharing knowledge, experience or resources that others could benefit from.

Q: How do I start a new discussion thread?

A: Posting to the site is limited to customers and trialists. You can do so directly from your community's homepage or discussion page.

From an email for a particular community's discussion, you can use the “Post Message” link located at the top of the email. Each community also has a unique email address. Save that to your address book, and easily start a new post like you would a regular email.


Q: I'm unable to comment on an existing issue because the thread is closed - what do I do?

A: Threads are closed as reported issues are resolved. Closed threads display a lock symbol.

If you
 encounter what you believe may be the same issue  as a closed thread, please start a new thread and reference the existing issue by title and date.

Q: I'm not sure where to post?

A: Customers and trialists are welcome to post to their individual communities and a member of the Customer Experience team will review to determine whether or not the thread is applicable to a wider community and if so, will move your thread to the relevant community.

If you are seeking input from the Quartex community, consider posting directly to the General Forum.

Q: Who can see what I post?

A: Posts are only visible to members of that community. For customers, this includes your project team. All trialists are members of the Trialists community. The Customer Experience team has access to all communities.

The Issue Reporting community is limited to customers and trialists. The General Forum is visible to all users, however only customers and trialists can post to this space.


Q: Where did my post go? I posted to my community but now it's not there.

A: If you posted an issue to a specific community and the Customer Experience team determines it has relevance to the wider community, the thread will be moved to either the Issue Reporting community or the General Forum for greater input. All authors should be notified upon response regardless of location and all posts will be tagged for the specific customer. 

Q: Can I search for posts across all the communities?

A: Yes, please enter a keyword in the search bar located in the main navigation. To refine your search results, select one or more facets from the menu on the left side.

Q: How do I see a listing of all of the posts to a specific Community?

A: Locate the community you are interested in viewing from the appropriate communities page. Click through the community's landing page, then click on the “Discussions” tab. If you see a post you’re interested in, click the subject line which will take you to the entire thread.


Q: What are the “tags” for?

A: Like controlled vocabulary terms in Quartex, these are dynamic and allow users to find other content tagged with that term. Tags appear within articles, threads, search results and as search filters. 

The Quartex Community Platform features two types of tags: 

  • Customers – these are used in the General Forum and Issue Reporting community to enable customers to easily find threads posted by their team. To find your own submissions you can always go to My Contributions in your profile. 
  • Knowledge Base – tags are attached to all Knowledge Base articles to help users identify and navigate to other articles relating to the same or associated subjects.  


Notifications & Engagement | Top


Q: How can I control the frequency and format of emails I receive?

A: Navigate to your profile and click on the "My Account" tab. Choose "Community Notifications" from the drop-down menu.  On that page, you can view and control your subscription options.  

For each discussion, you have the following delivery options:
  • Real time: sends an email every time a new message is posted.
  • Daily digest: sends one email to you each day, consolidating all of the posts from the previous day.
  • No Email: allows you to be part of the group without having emails sent to you. You can still post and read others’ messages by logging into the community site.
  • Consolidated Digest: Allows you to combine multiple communities into one notification email. 


Q: I'm having trouble viewing the HTML email messages. How do I fix this?

A: If images are not appearing, it is likely that your email client is set to suppress images. This should be something you can change in your security or viewing options. If you would rather receive text-based email, go to your profile page and click on the "My Account" tab. Choose "Community Notifications" from the drop-down menu. Select the “Plain Text” format option for each of the discussions you are subscribed to.


Q: What happens if I choose to "Follow" a discussion thread, feature request or Knowledge Base article?

A: Choosing to follow a piece of content enables real-time participation emails for this specific content so that you'll be notified as soon as other users comment on it (versus the daily digest). Real-time participation emails are separate from your community subscription emails. For example, if you're subscribed to a community with Daily Digest emails but post a thread to that community, you'll receive real-time notifications about any replies but also receive your Daily Digest email at the end of the day to browse other content in the community.


To keep track of all the content you're following, navigate to your profile and under My Connections select Following. To view Knowledge Base articles specifically, select "Blogs" from the drop-down filter top right of the list. To view Feature Requests, select "Ideas".

To unfollow a piece of content you were following and stop receiving real-time participation emails click the star icon again. 



Libraries | Top

Q: What are the libraries for?

A: Libraries exist within each community to allow users to post and share files. Upload documents directly to a library by using the "Create New Library Entry" button in any community's library page.  

Attachments to discussion threads in a community are also automatically added to that community’s library, although library entries are not required to be associated with a discussion thread. Customers can use this to share branding guidelines and other project-related documentation.

The Customer Experience team manages the Resource Library available to all users. The Resource Library includes instructional videos, release notes and other documents.


Q: How do I upload a file?

A: Select the "Create New Library Entry" on any community landing page. Please note that uploading a document is accomplished by completing a few steps, and each step must be completed before you can move on to the next:
  • Choose a title for your document, and include a description (optional). Select the library to which you’d like to upload it, and select a folder to which you’d like to upload it (optional).  Then, choose an Entry Type (most will be Standard Files, but be cognizant of any copyright licensed material). Once you have completed these steps, please click “Next.”
  • Upload your file.
  • Select “Next” if you want to further describe your files and/or add tags to your file.  Otherwise, please click “Finish” to post your library entry

Q: What kind of files can I upload?

A: The system supports dozens of file types including hyperlinks, standard files (Word, Excel, PowerPoint), webinars, images and YouTube videos.


Q: How will I know when new items have been added to the Resource Library?

A: All additions to the Resources Library will be announced on the main homepage. You should also receive an email notification for any new posts. 


Knowledge Base | Top

Q: What is the Knowledge Base?

A: The Knowledge Base is your source for all Quartex support documentation. It includes articles on all features and functionality plus guidance on workflows and a Resource Library with video tutorials and release notes. 


Q: How can I most effectively search the Knowledge Base?

A: In addition to keyword search and filtering by the General Forum for search results labelled “Blog Entry, you can also browse articles via the Table of Contents or the New User Orientation pages. The Table of Contents provides an overview of all functionality by feature set and/or task. For additional guidance on how to approach the tasks entailed in any migration or build and the features to use for each, check out the Orientation page. 


Q:How can I suggest additions to the Knowledge Base or Glossary?

A: Please send a message to your community administrator or feel free to post to your individual community.


Feature Requests | Top


Q: What do the different statuses assigned to Feature Requests signify?

A: Each ticket visible on the Feature Request page has a status which will change over time as tickets progress through our development workflow. Statuses are periodically changed by site Admin and tickets will only have one status at any one time. Status meanings are detailed below:

  • Submitted – the default status assigned to ticket as they are submitted by users.
  • Duplicate – if, after submission, tickets are recognised to be very similar to an existing ticket they will be assigned a ‘Duplicate’ status and linked to the original ticket to help our Developers trace multiple use cases for that feature.
  • Open For Voting – periodically, tickets will be designated as ‘Open For Voting’ which enables users to vote for one of the eligible tickets. Each user has one vote per voting cycle and should reflect their own perspective on which of the eligible tickets is of most value to them.
  • Planned – the status assigned to the ticket(s) having received the most votes per voting cycle. This status signifies that our Developers are now looking into viable implementation methods. We may seek more feedback on these tickets.
  • Not Planned – the status assigned to tickets that did not receive the most votes per voting cycle. A ‘Not Planned’ status does not mean that a ticket will not be developed in future, simply that it is not being scoped at that time.
  • In Development – the status assigned to tickets that are actively being built out by Developers.
  • Released – the final status assignment, signifying when a feature or enhancement is officially released in Quartex.