How to Create a Support Case through the Microvellum About/Support Portal UI

How to Create a Support Case through the Microvellum About/Support Portal UI

This article details the process of creating a support case directly through Microvellum software. See Creating a Support Case for general information on what is to be included in a case.

To start a support request, navigate to Help > About Microvellum > Start Support Request.


Fig. 01 – Start Support Request


Fig. 02 – Microvellum Support Portal

  1. Name – Your name or company name. 
  2. Email – Your email or company email. 
  3. Phone – Your phone number or company phone number. 
  4. Subject – The subject line must be clear so the Support Agent can diagnose at a glance and, if necessary, send the case through the proper channels for resolution. 
  5. Description – The more detailed the description, the more likely the issue can be solved quickly. If you know the exact steps in your workflow to recreate an issue, list them here. 
  6. Attachments – It is not always possible for us to replicate an issue on our end, with our data. This is why it is essential to attach as much relevant data as necessary to recreate the issue or for us to eliminate potential causes of the issue.

    7. Fig. 03 – Attachments

    1. Attach Screen Recording – Selecting this option will result in a red border on the screen being recorded. This allows users to show the exact steps in the workflow that leads to the issue. To stop recording, select the stop button located in place of the original screen-recording button.
    2. Attach a Screen Snip – Allows users to snip an image to be included with the case. 
    3. Attach Processing Station and Accompanying Settings – Allows users to attach a complete Processing Station. 
    4. Attach Work Order – Allows users to attach a complete Work Order.
    5. Attach Error Log – Allows users to attach an Error Log. Error Logs are helpful when diagnosing issues. 
    6. Attach File – Allows users to attach any remaining files they feel will be helpful (i.e., Room .DWG files).     
  7. Send – Select this button when you are sure that you have included as much information as is necessary to replicate the issue. 

    • Related Articles

    • Microvellum Support and Maintenance

      Microvellum Support Microvellum offers comprehensive support and maintenance benefits, ensuring clients have access to technical assistance, software updates, and training resources to optimize their software experience. When purchasing a Microvellum ...

    • How to Create a Support Case

      We're committed to delivering the best possible user experience, and part of that commitment is giving you the power to create support cases. We believe in making your journey with our software as smooth as possible, and our support case system is ...

    • Changing Microvellum License Types

      This article documents the process of switching between the types of licenses available to clients using Microvellum's SLS (Software Licensing System) and explores the differences in functionality between the different types of Microvellum licenses. ...

    • Troubleshooting: Email Notifications

      This article provides basic troubleshooting options in the case that you are not receiving emails from Microvellum's cases portal system. When one has notifications or emails from the Microvellum cases portal or support system that are not visibly in ...

    • Getting Started with the Cases Portal

      A user-friendly platform designed to streamline your support experience and provide seamless access to our support channels. Please Note: Both new and existing users of the MVKN must create a Cases Portal account before accessing the My Cases area of ...

    • Recent Articles

    • Toolbox Release Notes | Build 24.1.1206.641

      The following release notes apply to Toolbox build 24.1.1206.641 MV Server Nesting Fix There was a reported issue occurring when users attempted to remotely process work orders using a nesting station on MV Server. When attempting to process the work ...

    • Microvellum Foundation Library Release Notes | Build 24.1127

      The following release notes apply to Microvellum Foundation Library build 24.1127. Additions Added a new Soffit product to the Upper Cabinet Accessories category. Added the Top Filler (Ceiling Scribe) option to Upper and Tall cabinets. (Corner ...

    • Toolbox Release Notes | Build 24.1.1125.641

      The following release notes apply to Toolbox build 24.1.1125.641. IRIB Setmill Location Fix Fig. 1: Setmill being moved to the start of the route (top) rather than at the center of a straight line, as intended (bottom). There was an issue reportedly ...

    • Toolbox Release Notes | Build 24.1.1105.641

      The following release notes apply to Toolbox build 24.1.1105.641 Nesting Fix Fig. 1: The fatal error that would occur during processing. There was reportedly an issue that occurred when clients attempted to process a work order using the nesting ...

    • Microvellum Foundation Library Release Notes | Build 24.1025

      The following release notes apply to Microvellum Foundation Library build 24.1025. Additions Added new global variable “Remove Stop Dado On Bottom Edge” for wood drawer boxes. Check this option to run the dado through at the bottom of the sub front ...