Logging into EpicWeb & EpiCare

Accessing EpicWeb

Open your browser and navigate to EpicWeb.
Enter your username in the format: WEB\yourusername (e.g., WEB\pkpr.tpyne).
Enter your password.
Once logged in, you can search for knowledge articles and test plans.

EpicCare

Accessing EpicCare

Open your browser and navigate to EpicCare.
Sign in using your Epicor username and password.
Once logged in, you can:
- View existing cases.
- Create a new case.

Creating a Support Ticket

Click Case → Create a Case.
Fill in the required details:
- Subject (Short Description)
- Long Description (Detailed explanation of the issue)

Mandatory Fields

Ensure you complete the following required fields:

Epicor Product Line
Product Profile
Asset/Module
Specific Asset/Module
Urgency

Optional Fields

You may set a Start Processing Date/Time if you are unavailable immediately.

Submitting and Managing the Case

Click Save to submit the case.
Upon saving, you will receive:
- A Case Number (used for tracking).
- An email confirmation that the case has been created.
- Email notifications for any updates or comments added to the case.

Adding Additional Users

Open the case after saving.
On the right panel, add additional users who should receive case updates.
Click Save again to apply the changes.

Closing a Case

If the issue is resolved, you can close the case from the case details page.