Hello – If you are a user of Great Plains, please review the information below regarding the support process. Please let me know if you have any questions.
▶️ If you have any questions\issues related to Great Plains software itself, please contact your VAR (Value Added Reseller – GMA, Mike Marinaro) directly.
Examples include:
- Licensing/Billing changes/charges
- Reporting building
- Custom 3rd party products
- Great Plains issues – stuck batches, posting issues, emailing, voiding documents…
▶️ To request support for your hosted server, please contact the IT Service Desk. For urgent issues, call 641-621-6206. Non urgent issues can be communicated via email [email protected] or ServiceNow Portal https://servicenow.pella.com/sp
Examples include:
· Can't print
· Citrix session is stuck
· Azure database
▶️ Issues with data going into Great Plains from Pella owned systems (OMS/OSC/PQM) can be directly sent with the instructions below to Pella Finance IT. We are required to have all support request go thru ServiceNow for prioritization and tracking.
Please do not email, call or message individual team members directly as this causes confusion and delays response time.
Examples include:
· OMS\OSC transactions failure or incorrect data into Great Plains
· Customer replication issues from OMS into Great Plains
· Sales Tax setups in Great Plains required for invoicing
· User accounts - new, updates, password reset
Tip: A User Guide for handling errors that may occur when sending transactions from OMS to Great Plains is in Allego under Tools/Technologies/Resources/Great Plains.
The Guide for Invoice View also has some troubleshooting tips for any customer replication issues, This document is also on Allego under Tools/technologies/Resources/POMS
How to enter a ticket directly for the Pella Finance IT team:
- Service Portal: https://servicenow.pella.com/sp
- Select 'Get Help'
- Select Finance
- Select Great Plains
- Fill out the information including examples and attach screen shots & files if needed. If you feel the issue is urgent (ie impacting month end.) or impacting multiple users, please note that in the Incident Title.
- Then select 'Submit'
(This ticket will be submitted directly to our Finance Team.)