Category : Ticket Information

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Happy Hump Day Fellow Breeders!

At one time or another, most of us have had a breedable to go missing. Second Life, with it’s many restarts and rollbacks and generally unpredictable behavior, can wreck havoc on an innocent inventory item.  Most often, this type of issue is related to asset server problems. You may notice that when Linden Lab posts grid status problems, they will often warn not to rez no-copy items during that period of time. This is why.

Nonetheless, there are a few things you can try to locate your missing breedable:

First, remain calm!

Second, relog. Sometimes, this is all that is necessary for missing items to show up in your inventory again.

Third, check your Lost & Found folder in your inventory for the item. The object may have been returned to you without your knowing. Also, Check your Objects folder and don’t forget to look at any unknown “coalesced object” boxes. You may well find your missing items in there!

Fourth, try searching for the item using Area Search:
Go to top menu, World → Area Search.
Click on the “Find” tab and type part of the name of the item into the “Name” field. Click “Search.”
You will be taken to the “List” tab. If you see the name of the object, double-click it in the list and follow the red beacon to the object. Moving your avatar or camera around can help the Area Search detect items that are not detected initially

Fifth, go to point 0,0,0 in the region or, if you don’t have access to it because it is part of someone else’s private property, ask that parcel or region owner to look. Sometimes, rezzed items will be deposited there.
To get to point 0,0,0: Either type “gtp 0 0 0” into local chat (without the quotes) and hit Enter;
Or open your mini-map (top menu, World → Mini-Map, or Ctrl-Shift-M) and fly or walk to the far southwest corner of the region. Try to pan below the ground.

Sixth, teleport to a low lag or viewer support parcel, such as Hippo Hollow (http://maps.secondlife.com/secondlife/Hippo%20Hollow/43/167/51) or an empty water region, such as Cyclops (http://maps.secondlife.com/secondlife/Cyclops/128/128/6). Drop your draw distance low (for example, to 32 or lower) to minimize the work the viewer is trying to do outside of loading your inventory. Then relog from there.
If you have more than 1 item missing and are using the Firestorm viewer, try their instructions for recovering missing inventory: http://wiki.phoenixviewer.com/fs_missing_inventory
(This has worked on numerous occasions for me.)

Seventh, file a ticket with Amaretto.
The ticket system is located at: http://support.amarettobreedables.com/index.php
There is a helpful video on the page to help guide you smoothly through the process.

I would like to point out a couple of things to keep in mind when using the Amaretto Help Desk:

  • PLEASE put both your full SL First name and Last name (if you do not have a last name put resident) in the ticket. Do NOT use display names.
  • All communication MUST be in the ticket. CSRs will not respond to in world IMs or Notecards! To ensure your ticket is resolved as quick as possible, please keep ALL responses/communications in your ticket.
  • Tickets may take 48-72 hours to get a response from the support team, please have patience.
  • Do not respond to the emails, we do not get those, you must respond inside the ticket itself for us to see the response.
  • No response to tickets from the user in 3 days and the ticket will be closed.
  • Do not wait to be contacted inworld regarding your ticket. Please log in and check for responses to your tickets.
  • Please do not file multiple tickets for the same issue, it only slows things down and the duplicate tickets will be closed. Refrain from refreshing your page on the ticket system, it will duplicate your tickets.
  • You must be the owner of the Horse/Bundle, K-9/Kennel, Bird/Nest or Ponie/Basket to file a ticket. Please do not file tickets for others.
  • Please include as much pertinent information as possible regarding your ticket/issue as this will help expedite your ticket.


One of these tips will surely help you locate your missing breedable!

Until next time…HAPPY BREEDING!

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Today I wanted to give an in depth look into the Support System and filing a support ticket. Let’s say your favorite breedable went missing or due to SL issues you did not receive an item you purchase from Amaretto… it would then be time for a support ticket! Below I will tell you step by step how to register for the support system and file a support ticket…

You need to visit the Amaretto Support desk at:  http://support.amarettobreedables.com

Once you get there, have a look at the  ticket guidelines. These guidelines can answer many of your questions regarding tickets and will help ensure the ticket process goes smoothly.

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Next, If you are not yet registered for the support system, you will need to do so. It is really a fairly simple process. You will want to click on the register button located on the left hand side.

PLEASE NOTE!

*The Social Network and the Support System have separate log in areas! You must register separately at each website to use them both*

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Once you get to the registration page you will need to provide the required information

Your Full Name (It is best if you use your FULL Second Life name)

Your Email

Create a New Password

Confirm Your New Password

You will also need to verify your registration by entering a Captcha

Then click SIGN UP to complete your registration!

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Once registered and signed in you will next click on the SUBMIT A TICKET BUTTON

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Next you will choose the department that best suits your issue or problem and hit the next button

x0yuoe25zyzlzrmh8uzfil5wiwzn3q0oAfter you select the appropriate department hit the next button you will now be on the page where you will put in the information about your issue.

You can leave the priority level at normal

Put in your FULL SecondLife name not your display name

Put the subject of your ticket such as “missing Horse” Or “did not get horse food”

In the large box you will give all the detailed information about your issue or problem. The more specific you are and the more information you provide, the better.

Once you have finished putting all the information, click the SUBMIT button.

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Emails are usually sent when a response is posted in your support ticket, but if you can also check the status of your ticket by logging in to the support system and viewing your ticket.

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That’s it!! You did it! You just filed a support ticket for your issue!! An Amaretto Customer Service Representative (CSR) will be responding in your ticket with further information or instructions about completing your support ticket. Please note, our CSRs will not contact you in world. All communication must be done through the ticket system. If information is requested, please provide it in the ticket itself. Please do not message or send a notecard to the CSR. The CSRs are very busy and may miss or overlook the message or notecard and this could  delay the completion of your support ticket. Tickets can take 48-72 hours to get a response from a CSR. Please be patient with us, especially at peak times such as updates or when new Amaretto products are released!

I hope this has helped clear up any questions or concerns about filing a support ticket with Amaretto!!

Happy breeding! Until next time…

 

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Happy Friday Everyone! Hope all is having a good breeding day!

I would like to touch on the subject of the ticket system and why we ask for you to send folders.

First let’s say those nasty rollbacks hit and now you have a duplicated horse. In order to get this fixed you will need to file a ticket on the Amaretto Support Site. If you have not signed up on the ticket system you will need to go here and register on this website.
http://support.amarettobreedables.com/index.php

We also have videos to help you file a ticket
You can go here to see a video for filing a ticket
http://amarettobreedables.com/videos/7/3/ticket-system

Please submit your ticket and a CSR will respond as to what you need to do.
If you are asked to send in your Breedable please send your Amaretto Breedables in a folder with your NAME and TICKET NUMBER so the CSR will know whom the breedable belongs too! It is very important that you send your items in a properly labeled folder so that we are able to return them to you promptly.
After we have repaired your issue the CSR will return your Breedable to you in a folder named Amaretto Breedable(s) from (CSRs name) Repaired. If you have any further questions regarding the issue you filed a ticket for please communicate with the CSR using the ticket you have filed.
Until next week Happy Breeding!!

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Ever wonder where you need to turn when looking for answers to your questions?

 

Well you could come ask them at the Q&A’s that the Amaretto Staff holds at different market sites, or you could ask in the main groups, or you could just go on the Amaretto Web Site, it is a very helpful place to start if you are looking for answers.

 

http://amarettobreedables.com/

 

This is our Social Network or main website which includes a place for all things Amaretto: Advertising, Questions and Answers, Albums, Groups, ARU Website, Blogs, Forums, Help, Support, the Connections Area, and the Amaretto Shop!!!

 

 

You can also view the Amaretto Calendar, the ARU Calendar, Store Locations and also the Event Section. You will never miss a class or a fun event as long as you use these! These links are under your profile picture on the front page.

 

 

http://amarettobreedables.com/connection/

 

You are here right now!!! It is where Amaretto Staff do the daily blogs and give you a lot of information about what is happening at Amaretto

 

http://www.amarettobreedables.com/forums

 

Here you will see areas for each breedable. This section can be very informative, and also a nice place to socialize with you fellow breeders. Also this section has a Trading post where you can list your items for sale. This site also has an A.M.O.C area and Picture of the week!

 

http://wiki.amarettobreedables.com/index.php?title=Main_Page

 

This website tells you everything about horses. and has informatin and pictures of all the current horses and traits

 

http://wiki2.amarettobreedables.com/index.php?title=Main_Page

 

This website tells you everything about K-9′s., and has information and pictures of all the current k-9’s and traits

 

http://wiki3.amarettobreedables.com/index.php?title=Main_Page

 

This website tells you everything about Barnyard Birds, and has pictures of all the current birds and traits

 

http://amarettobreedables.com/videos?text=&orderby=creation_date&category=7&tag=

 

Ava has put some wonderful videos together to help you understand the Ticket System, Updater’s, Hud’s, G.P.S, Haven Points and Birthing..

 

http://amarettobreedables.com/store/index.cgi

 

This website is the Amaretto Store where you can buy real life gifts for friend and family, or that special coffee mug for your morning coffee or tea!

 

http://support.amarettobreedables.com/index.php

 

This is where you go to file a ticket for support to fix you breedables or just to put in suggestions and ideas’

 

http://www.amarettobreedables.com/albums

 

Here you can upload pictures of your breedables to share with others or just look at everyone else’s pictures. Who knows it may just spark a new idea that you might like to breed.

 

I hope this has been some help. And remember we are here for you, don’t be shy or scared. We are nice and love to have fun and breed too!!!

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Happy Wednesday Everyone !

I wanted to talk to you a little bit about doing tickets. First off I will tell you where to go to sign up if you need to file a ticket. Go to this Website
http://support.amarettobreedables.com/index.php

This is where you can create a new account or log in on your account.

You may have a missing, duplicated , or broken breedable you may even have a suggestion this is where you would go to get a ticket in so the CSR can repair or replace your breedable.

You have to check your ticket periodically for a response. You might be asked to please send your breedable in a folder with your name an ticket number doing so will ensure that you will have your breedable sent back in a timely fashion.

Sometimes you may have a missing breedabled, it is best to send the UUID or Name of the missing breedable in the ticket it helps the CSR’s to get your breedable back to you as quickly as possible.

Please do remember to be nice in your ticket as the CSRs are here to help you with your Amaretto breedables.

Please remember this :
ABUSIVE BEHAVIOR OF ANY KIND WILL NOT BE TOLERATED AND YOUR TICKET WILL BE CLOSED WITH POSSIBLE LOSS OF SUPPORT PRIVILEGES.

Until Next Week Happy Breeding Everyone !

Rollbacks an Amaretto

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Well Happy Wednesday Everyone! Hope you are enjoying your breedables!

Today I would like to talk a little about Amaretto Breedables and Second Life.

Let’s start with the rollbacks Second Life is doing every Tuesday an whenever they decide to, and some of the problems it is causing for your Amaretto Breedables.

Let’s start with Mother had Second Bundle. If this happens to you all you need to do is leave the bundle under the mother until you have copied the UUID of the mother because we will need this to send you the correct bundle, if you have 2 bundles under the mother one will be a viable bundle an the 2nd one will be a non-viable bundle. You can delete the Mother had second bundle if only you got a good one no need to file a ticket.

But! If you only got the Mother had 2nd bundle you will need to file a ticket with the mother’s information so we can get the bundle to you as soon as possible. You can also click on the mother and see what the last bundle this mother had. Click on breeding then click on last bundle.

Well since that covers Mother had 2nd bundle let’s move on and talk about the duplicated horses or duplicated bundles. All you have to do is file a ticket on this and check your ticket for a respond and what CSR to send your horses to.

Well I would also like to mention missing horse! When you file a ticket for a missing horse please be sure to include the UUID or the name of the horse! When you have all this the CSR will get your horse back to you as quickly as possible! Make a quick notecard with all your horses’ names and UUID’s on it that way you have it just in case you need it, it does come in handy!

Well I think I covered about what can happen with your breedables when Second Life decides to do the no no on us!

So until next Wednesday Have a Great Day and Happy Breeding!!

 

 

 

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When a CSR get your ticket, they will ask you to send them your breedable in a folder with your name and ticket number on the folder. You can also send a note card with the breedable in the folder.

Why do we need folders?

The reason we ask for a folder with your name and ticket number on it is because it’s easier to sort and look for a folder than it is to find an object or a horse/K-9/barnyard bird/bundle/kennel/nest and a notecard and it helps us help you faster and more efficiently!

Now the fun part ideally we want all folders to have 2 parts to their name like so (Your SL name (no display names please) – Your Amaretto Ticket Number (i.e JJC-xxx-xxxxx)) this will help us find your folder quicker and be able to quickly find your ticket number please be sure that your ticket number follows this format: JJC-xxx-xxxxx the easiest way is to copy and paste the ticket ID from the ticket system.

How did I create a folder?

Now creating a folder is easy all you do is right click (or command click if your using a mac) in either the My Inventory folder or another folder (like the Objects folder) and click New Folder then under the folder you clicked on a New Folder will be created and ready to rename to whatever you want to name it. Once you are done changing the name it will fall in order with the other folders and be ready to add your inventory to it. After you have placed the horses/K-9s/barnyard birds/bundles/kennels/nests and any additional information you can add for the ticket pull our name up in search and drag the folder over to us and we will get it (even if we are offline!) and we will respond in your ticket if more information is needed or if no info is needed you will have your fixed breedable sent back in the folder described at the end of this blog

THIS IS VERY IMPORTANT

 

A few things you need to do after filing a ticket.

1. You do NOT need to send a note card or an instant message to the CSR.

2. You DO need to reply to your ticket.

3. You DO need to reply in the original ticket.

4. If you do instant message a CSR have your ticket ID on hand, we talk to so many people when you randomly message we have no idea who you are. It may be awhile before we notice your IM, as we are working on fixing your breedables

5. Do NOT file duplicate tickets for the same issue.

How do I reply in the original ticket?

After you have logged in find the button on the top menu bar that says View Tickets. Once you are in this view you will see your ticket list. To view your ticket and make a reply click on the title of the ticket above the status bar for it. Once in the ticket you can post a reply in the upper right hand corner with the post reply button. Be sure to reopen the ticket or your response will not be seen

Please be proactive. Read every Customer Connection (that’s what we call these blogs). Know what’s going on so when you do file a ticket it’s not something that has already been addressed.

************IF A CSR REPLIES TO YOUR TICKET, AND YOU DO NOT RESPOND IN 3 DAYS THE TICKET WILL BE CLOSED************

Now when we send you back your fixed horses/bundles/K-9s/kennels/barnyard birds/nests you will get a folder like this ( in this case when i send the folder mine looks like this: Amaretto Breedable(s) from maleficent Farshore -REPAIRED ) all folders from the CSR’s follow the same naming scheme Amaretto Breedable(s) from CSR NAME -REPAIRED this way when you get the folder back you can use the inventory search feature to find the folder easily and be able to enjoy your fixed horse(s)/K-9s /barnyard birds sooner

Hot off the Press!!!!!

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There is something new at all the Amaretto Stores!

 

Amaretto has a book available called HOW TO FILE A TICKET. It was written by Avalon Crystal and it’s awesome. It is a simple instruction guide. Right beneath the book are 2 different Website boards that you can click on to pull the sites up for Support or the Main site. Wow!!!! This will surely come in handy when little things do go wrong. This book is available at all Amaretto Store Locations , and it is FREE!!!!

 

I have included 2 pictures below that shows you what the display looks like when you visit the store.

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While I have you here, I would like to say I had a great time at the fishing event and congratulations go out to the top 5 winners!

 

1st place FabryFlozZ72 Burt

2nd place hyve28 Resident

3rd place Serenity Jierdon

4th place Brook Demonia

5th place Misery Babii

 

 

Don’t forget… The Easter Egg Hunt, March 28th at 11:00am slt

See you there!!!!

Response and Reply

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By now everyone has probably had to file a ticket for broken or missing breedables, especially with the crazy things that happens with SL.

Well here lately I have been closing some tickets that are over due. By overdue, I mean that they have been sitting awaiting a response/reply from the person that filed it for 3 days.
After 3 days we close those tickets. Of course you can reopen them when this happens and respond/reply.

When you do reply to any ticket, do so in the ticket, NOT in IM or Notecard. Notecards can get overlooked, thats why we have you send your breedable in a folder with your name and ticket number on it and you can put your notecard in the folder.

Check your ticket for a response from a CSR, even if it is for a missing breedable. We may need to have you send in a transaction history for your breedable. Remember when we tell you that you are not showing as the owner of the breedable, we will require a transaction history for proof, and you just saying that you got it from someone is not proof.

If you do feel that you need to IM the CSR for any reason, please have your ticket number available so we can help you better.

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First I would like to list for you some of the things that can cause duplication of your breedables

 

1. Lag

2. Sim Restarts

3. Sim Rollbacks

4. Crashes

5. sometimes during updating

 

Second if you find a breedable in your inventory and you know that you already have it out, you can right click on the item in inventory, look in the description field and compare the numbers from that with your breedables number. If you set it out and you already have it out, both copies will duplicate.

 

Third when SL does a sim Rollback, it takes the sim back to a previous state. If you have recently purchased a horse/k-9/bird from someone, and the sim where you purchased the breedable from has a rollback, it can create a duplicate issue., maybe even someone else has come along and also purchased the same breedable. This is why we ask for transaction history. If this happens you can contact the seller for refund. Please don’t just assume they are selling duplicates on purpose. Talk to the seller. Things can be worked through.

 

Now here is what you need to do if you have a duplicated breedable.

 

1. File a ticket on the support site http://support.amarettobreedables.com/index.php.

be sure to include as much information as you can. The name and UUID of the breedable is the best pieces of information that you can provide. You only need to file 1 ticket. Please do not file multiple tickets for the same

issue.

 

2.If you recently purchased your breedable please provide the full transaction record with date, time, region etc., for your purchase. This can be found on your dashboard on the Secondlife.com website under transaction history.

A. Transaction History is very IMPORTANT! When the CSR looks up the breedable on the server if you do not show as owner of the breedable we can’t return it to you! This is for all of our customer’s protection we don’t want anyone to just give us a uuid and say the breedable is theirs when it’s really not!

 

3. After you have filed a ticket, you will be asked by a CSR to send in all copies of the duplicated breedable in a FOLDER.. When sending folders to the csr, make sure your name and ticket id is on the folder.

 

4. If a CSR needs more information, they will make a request for it in the ticket you filed.So when you reply to a request don’t send replies to tickets in IM or notecards, reply to your ticket in your ticket!