Accessing Support in Camphouse
You can access our support directly within the tool by clicking on "Need help?" in the top-right corner of the screen. This will open a window where you can choose to send a message to our support team.
Accessing ServiceNow
ServiceNow is a system used by L'Oréal to track Incidents and Service Requests.
Not all users have access to Service Now, but each change or bugs made in Camphouse are requested to be tracked there.
1) Service Requests
There are 3 types of service requests:
Data Management: to add or remove data such as tags and media vehicles
User Management: to add and remove a user or modify their access (Access to signatures, approval teams, general access...)
Unlocking a Plan: to unlock a Plan Setup page, which was locked after the plan is committed and live.
➡️ If you are a L'Oréal user with access to Service Now, you can create the Service Requests.
➡️ If you are an Agency User or don't have access to Service Now, you can contact our support, and our team will log it for you.
2) Incidents
All bugs identified in Camphouse are tracked through a ServiceNow incident ticket.
For L’Oréal users, the incident must be created directly by the user. For Agency users, the Camphouse team or your local Agency Key User will create the ticket on your behalf.
In all cases, you should first contact the Camphouse support team so they can confirm whether the issue is a bug or not. What may appear to be a problem could instead be a misunderstanding or the result of a configuration or settings change.
➡️ Below is the Incident workflow:
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