Differences

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--- hortus:support:blockers [2026/04/01 17:19] – created savino.frisardi
+++ hortus:support:blockers [2026/04/07 15:04] (current) – savino.frisardi
@@ Line 3: / Line 3: @@
 Some issues are frequent and can be resolved quickly.
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-==== Missing features ====
+^ Situation ^ What to check first ^ Where to continue ^
+| **You registered but still cannot create or edit research content.** | Verify that you sent the activation request to service-desk@ampersand.it and that the right role has been assigned. | Chapter 1 and the service desk |
+| **You can browse the portal but cannot interact.** | Check whether you are signed in. Messaging, favourites, notifications, and workspace functions require authentication. | Chapter 1 and Chapter 5 |
+| **A resource or metadata format is still not public.** | Open My Contributions and check whether the item is still draft or waiting for approval. | Chapter 7 |
+| **You cannot join a project immediately.** | Check whether the project requires a join request or maintainer approval. | Chapter 3 |
+| **A folder looks shared but you are unsure what you can do in it.** | Open the sharing view and review the assigned permission level. | Chapter 6 |
+| **You are unsure whether to use Documentation, FAQ, or Issues.** | Use Documentation for full guides, FAQ for short answers, and Issues for bugs or improvement requests. | This chapter |
-Possible cause:
+When support depends on external systems such as Redmine or Zenodo, HORTUS still acts as the visible user-facing bridge. Use the platform’s support entry points first, then follow the downstream link or instruction only once you know which route applies.
-  * role not activated
-Solution:
-  * verify permissions
-  * contact support if needed
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-==== Cannot publish content ====
-Possible cause:
-  * item still in draft
-  * missing metadata
-  * pending moderation
-Solution:
-  * check lifecycle status
-  * complete required fields
-  * wait for approval
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-==== Cannot access content ====
-Possible cause:
-  * permissions not granted
-  * restricted visibility
-Solution:
-  * verify sharing settings
-  * request access
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-==== Unexpected behaviour ====
-Possible cause:
-  * temporary system issue
-  * incorrect usage
-Solution:
-  * retry action
-  * check documentation
-  * report issue if persistent
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-===== External helpdesk =====
-Some support requests may be handled outside HORTUS.
-This may include:
-  * technical issues
-  * account or role management
-  * infrastructure-related problems
-In these cases:
-  * your request is forwarded
-  * resolution may involve external teams
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-===== Best practices =====
-  * check documentation before reporting issues
-  * provide complete information
-  * avoid vague descriptions
-  * include reproducible steps
-  * follow up if needed
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-===== Summary =====
-HORTUS support system:
-  * combines documentation, FAQ, and ticketing
-  * supports both simple and complex issues
-  * may involve internal and external processes
-Users can:
-  * solve common problems independently
-  * request help when needed
-  * track issue resolution
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