Getting and Creating an Account

Depending on Manuscript permissions, you can create your own Community User account, or an account must be created on your behalf by a Manuscript administrator.

Getting an Account

When a Manuscript administrator creates an account for you, you will receive an email with a link to set your password. Click the link to set your password and bookmark the Manuscript URL to quickly return later to create cases or check the status of your cases.

Now you can start creating cases!

Logging In

Get a logon from a Manuscript administrator, or create a logon for yourself, go to the Manuscript URL and enter your username (or email), and password. click Log InNOTE: This is dependent on permissions set by the Manuscript administrator.

Creating a Case

After logging in, to create a new case, click the link (or button) New Case. Enter the case title, select the Project and Area, enter a description and click OK. Your available projects are limited by the Manuscript Administrator.

As a Community User, you can also send an email to the email address for the Manuscript you are working with to create new cases. In this example, we are using the default Manuscript email address cases@<account_name>.manuscript.com. Depending on the configuration of the Manuscript mailbox you emailed, you may get an automatic reply, and that automatic reply may contain a ticket URL for you to check the case status without logging in. CAUTION: Do not publicly share this URL, as anyone with the link can access this case!

Checking the status of a Case

To check the status of a case, log on to Manuscript, and click the link status of a case, or button Case Status. You will then get a list of your cases showing you the case number, case title, case status (open or closed), and the date opened.

If the Community Case List feature is enabled for your Manuscript site, you will be able to see a list of projects. Selecting one of those projects will cause all cases in that project that have tickets to be displayed.

Clicking the case number or case title will bring to the case to see the full email correspondence. You will only see the email correspondence involving your email address here. You will not see any emails sent to other users or internal edits by a Manuscript normal or administrator type user. Also, you will be able to see the case’s ticket ID and get the ticket URL.

Following up on a Case

There are two ways to follow up on a case. The first is checking the status of a case as shown above, but this will not allow you to add more information. The second, is to send an email reply.

To add more information to a case, you will need to reply to the email you received, or create a new email. Please take special note of the email subject – this is important so you respond to the correct case. The text at the very bottom says “To follow up on this case, send email to cases@<account_name>.manuscript.com” mentioning “Case <case_number>” in the subject. When an email is sent, the case is updated and whoever is assigned the case gets a notification.