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{"xsrfToken":"0974abf2db9d8da461a70ea07ea9b34247974776_lout","branding":{"id":"1","key":"sup","name":"PetsApp Support Portal","portalBaseUrl":"/servicedesk/customer/portal/1","logoUrl":"/rest/servicedesk/1/customer/viewport-resources/portal-logo/1/1","theme":{"headerBGColor":"#ffffff","headerLinkColor":"#292929","headerLinkHoverColor":"#275bcf","headerLinkHoverBGColor":"#275bcf","headerBadgeColor":"#275bcf"}},"helpCenterBranding":{"logoId":"","isLogoAvailable":false,"helpCenterTitle":"Welcome to the PetsApp Help Center","sharedPortalName":"PetsApp Help Center","userInitialAnnouncementHeader":"","userInitialAnnouncementMessageWiki":"","translations":{"de-DE":{"helpCenterTitle":"Willkommen bei Hilfe","sharedPortalName":"Hilfe","localeDisplayName":"German (Germany)"},"en-US":{"helpCenterTitle":"Welcome to the PetsApp Help Center","sharedPortalName":"PetsApp Help Center","localeDisplayName":"English (United States)"},"sv-SE":{"helpCenterTitle":"Välkommen till Hjälpcentral","sharedPortalName":"Hjälpcentral","localeDisplayName":"Swedish (Sweden)"},"es-ES":{"helpCenterTitle":"Bienvenido al Centro de ayuda","sharedPortalName":"Centro de ayuda","localeDisplayName":"Spanish (Spain)"},"no-NO":{"helpCenterTitle":"Velkommen til Kundesenter","sharedPortalName":"Kundesenter","localeDisplayName":"Norwegian (Norway)"},"en-GB":{"helpCenterTitle":"Welcome to the Help Center","sharedPortalName":"Help Center","localeDisplayName":"English (United Kingdom)"}},"canEditAnnouncement":false,"siteDefaultLanguageTag":"en-US","userLanguageTag":"en-US","portalThemeColor":"#0074e0","helpCenterTitleColor":"#ffffff","useDefaultBanner":false,"isBannerAvailable":false,"hasTopBarBeenSplit":false},"portal":{"id":"1","key":"sup","projectId":10001,"serviceDeskId":1,"name":"PetsApp Support Portal","description":"<p>Welcome to the PetsApp Support Portal! 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To help us diagnose and fix your problem sooner, be sure to provide as much detail as possible."}]}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":101},"layout":"default","localId":"c88800f4-2a52-48a6-8cd7-30582ace4606"}},{"type":"heading","attrs":{"level":6,"localId":"a58e21e3-9e08-4411-b660-7da0d7de7ec5"},"content":[{"type":"text","text":"P1 - Critical Large-scale impact affecting multiple users/departments","marks":[{"type":"strong"}]}]},{"type":"heading","attrs":{"level":6,"localId":"4bc439a2-4c87-49d6-a5fa-1fd0bcb78151"},"content":[{"type":"text","text":"Example: Complete system outage","marks":[{"type":"strong"}]}]},{"type":"heading","attrs":{"level":6,"localId":"d578ea29-9fa3-404e-be4a-9024b42d18f3"},"content":[{"type":"text","text":"P2 - High Significant impact but with some workaround possible","marks":[{"type":"strong"}]}]},{"type":"heading","attrs":{"level":6,"localId":"628c16fc-3917-4c49-b065-9fcef7f3661b"},"content":[{"type":"text","text":"Example: Critical application errors","marks":[{"type":"strong"}]}]},{"type":"heading","attrs":{"level":6,"localId":"682829e8-210f-4086-a64f-f863b471953c"},"content":[{"type":"text","text":"P3 - Medium Limited impact on business operations","marks":[{"type":"strong"}]}]},{"type":"heading","attrs":{"level":6,"localId":"4a583821-3f95-4fc0-9f62-570c8a2b17e2"},"content":[{"type":"text","text":"Example: Single user problems","marks":[{"type":"strong"}]}]},{"type":"heading","attrs":{"level":6,"localId":"a77e27bc-e33b-4f1a-9a5d-7c064545e8d4"},"content":[{"type":"text","text":"P4 - Low Minimal business impact","marks":[{"type":"strong"}]}]},{"type":"heading","attrs":{"level":6,"localId":"df911f74-4664-4e11-9417-259977760e0b"},"content":[{"type":"text","text":"Example: General questions and enquiries","marks":[{"type":"strong"}]}]},{"type":"heading","attrs":{"level":6,"localId":"6b3eccb8-e7f7-41fd-9480-1f32b7559397"},"content":[{"type":"text","text":"P5 - Planning No immediate impact on business operations","marks":[{"type":"strong"}]}]},{"type":"heading","attrs":{"level":6,"localId":"341632fc-00c5-447e-ab89-d19fb4d7a1a5"},"content":[{"type":"text","text":"Example: Feature requests","marks":[{"type":"strong"}]}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":102},"layout":"default","localId":"2b369cda-df6b-405d-8436-ccb22872ed29"}}]},{"version":1,"type":"doc","content":[{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":19},"layout":"default","localId":"22060df5-d03d-4f9b-81f7-ec7044b470e4"}}]},{"version":1,"type":"doc","content":[{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":85},"layout":"default","localId":"f2057686-d783-4884-a79e-e42f9c63a102"}}]},{"version":1,"type":"doc","content":[{"type":"panel","attrs":{"panelType":"error"},"content":[{"type":"paragraph","attrs":{"localId":"24cd3153-d555-4e36-b244-47c2e60ce796"},"content":[{"type":"text","text":"Please check the campaigns and reminders log on PetsApp before submitting a support request. A guide on how to do this is available here. "}]},{"type":"paragraph","attrs":{"localId":"a07060f1-f373-41ff-b18e-c27c3d4f609f"},"content":[{"type":"text","text":"Campaigns and Reminders Log Guide","marks":[{"type":"link","attrs":{"href":"http://dashboard.petsapp.com"}}]}]}]}]},{"version":1,"type":"doc","content":[{"type":"panel","attrs":{"panelType":"info"},"content":[{"type":"paragraph","attrs":{"localId":"c0164cbf-7d1b-4e0c-a8ea-cb8a7ae82047"},"content":[{"type":"text","text":"Any reminder that PetsApp sends is recorded in the campaigns and reminders log on PetsApp. If the reminder you are looking for appears in the list, you can click on that reminder to see what, how, and when the reminder was sent."}]},{"type":"paragraph","attrs":{"localId":"b9cae9ee-400f-4960-aaf2-f7c1533415e1"},"content":[{"type":"text","text":"Here is a more in depth guide on how to use the campaigns and reminder log."}]}]},{"type":"extension","attrs":{"extensionKey":"question","extensionType":"com.thinktilt.proforma","parameters":{"id":30},"layout":"default","localId":"f0ece639-77e5-4c52-a90d-cee15bd613a9"}}]},{"version":1,"type":"doc","content":[{"type":"panel","attrs":{"panelType":"success"},"content":[{"type":"paragraph","attrs":{"localId":"302c276e-33fa-491c-925d-f7d1a561aaef"},"content":[{"type":"text","text":"Great News! We are glad it's been resolved."}]}]}]},{"version":1,"type":"doc","content":[{"type":"panel","attrs":{"panelType":"warning"},"content":[{"type":"paragraph","attrs":{"localId":"1de23179-809b-42d0-ae7a-52f7a2ad2afb"},"content":[{"type":"text","text":"I am sorry to hear this did not resolve your issue. Please provide as much detail about your issue as possible to help us fix it promptly for you. 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You can find out more about these specific issues here:"}]}]},{"type":"embedCard","attrs":{"url":"https://petsapp-dev.atlassian.net/wiki/x/OADiAQ","layout":"center","width":100}},{"type":"paragraph","attrs":{"localId":"fd5fc8c6-613d-480d-b1f5-b1a968947a26"},"content":[{"type":"text","text":" If you have ticked both boxes, please continue to fill out the rest of the form below. The following questions relate to the reminder setup. You can access the answers to these by going to the "},{"type":"text","text":"Dashboard > Campaigns > Reminders >","marks":[{"type":"strong"}]},{"type":"text","text":" and selecting the reminder that you are having an issue with. 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