Agents: Using AgriNet Support Center

This guide provides step-by-step instructions for reporting issues, and ensuring that users can quickly communicate problems to the Software Help team. By following this guide, agents can facilitate faster resolutions by supplying detailed information and screenshots, minimizing follow-up inquiries. Overall, it streamlines the troubleshooting process and enhances user experience within the AgriNet.

Justin Rexing
28 steps
2 minutes

Agrisompo

Navigate to <https://agrinet.agrisompo.com/policy> and sign in using Duo.

Or, click the link below to be taken directly to the ASC portal. [AgriNetSupportDesk-JiraServiceManagement](https://sompo.atlassian.net/servicedesk/customer/portal/3)

Navigating to the ASC Portal

Click the "App Grid".

Click "AgriNet Support" from the dropdown list.

Creating an ASC ticket

Click "Agent" from the user type list. NOTE: Current "Alerts" will be posted at the top of this screen if it's a known system wide issue.

Click on the issue that is occurring. For this guide, we will use "AgriNet Bug Report.

Click the region that the issue is experienced in. Please only add one, if it affects more than one, choose "National" NOTE: with your sign-in, the :Raise this request on behalf of" SHOULD auto-populate. If it does not, please add it at this time.

Click the "First and Last Name\*" field and key First and Last name.

Click the "AgriNet User Name\*" field, and key the username that the issue is being experienced with.

Click "Agent".

Click the "Agency Name or Agency Code\*" field and enter the "Agency Code" experiencing the issue.

Key the phone to number to be reached at, and an email address.

Select the "Marketing Rep" from the dropdown list for the region that has been selected.

Click the browser that the issue is happening in.

Right-click the "URL from Web AgriNet" field and copy and past the web address of the page that the issue is occurring on.

Click the "Crop Year\*" field and enter the Crop Year the issue is occurring in. NOTE: If it is happening in multiple crop years, please key all years in at this time.

Click the "Policy Number\*" field and key ALL policies experiences this issue. NOTE: If it is happening in multiple policies, please key all policies in at this time.

Click the "County/Crop\*" field and enter the county/crop that is experiencing the issue.

Click the "Line Number(s)\*" field and key ALL line numbers experiencing this issue. NOTE: If it is happening in multiple lines, please key all lines in at this time.

Click the "Total Premium\*" field and key the amount of premium affected. NOTE: If the exact premium is unknow, please enter an estimate.

Click here and give AS MUCH DESCRIPTION as possible into what issue is occurring and the steps taken to lead up to the issue. NOTE: The more information provided, the faster the Software Help team can triage and assess the issue and get the issue corrected, without extra emails asking more questions.

Please attach a screenshot of what appears on the screen, and any other and all helpful screenshots or information.

Once all information has been keyed and added, click "Send".

Adding/Viewing Comments

Once the ticket has been created, any additional information can be relayed to the Software Help team by adding a comment. To do this, scroll to the bottom of the ticket, and click "Add a comment" to key in any additional information or a response to a question.

Click "Save" once comment has been keyed.

To see all open tickets that have been submitted, click the "initials" icon at the top right of the screen and then from the dropdown menu, click "Requests"

A list of open requests will populate. To filter the search, use the provided filter options at the top of the screen.

Watch the Training Video

To watch an accompanying video on this process, click the link below to be taken to the video player. [**Creating a Ticket in Agrinet Support Portal**](https://agrisompo.vids.io/videos/4491dbbb1f16efc9cd/creating-a-ticket-in-agrinet-support-portal)

Agents: Using AgriNet Support Center

Justin Rexing
28 steps
2 minutes