Knowledge Base

Some issues are frequent and can be resolved quickly.

Possible cause:

• role not activated

Solution:

• verify permissions
• contact support if needed

Possible cause:

• item still in draft
• missing metadata
• pending moderation

Solution:

• check lifecycle status
• complete required fields
• wait for approval

Possible cause:

• permissions not granted
• restricted visibility

Solution:

• verify sharing settings
• request access

Possible cause:

• temporary system issue
• incorrect usage

Solution:

• retry action
• check documentation
• report issue if persistent

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

• check documentation before reporting issues
• provide complete information
• avoid vague descriptions
• include reproducible steps
• follow up if needed

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