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UPDATE June 4: A fix has been applied for this issue, but tickets created between May 26 and June 4 will still display an error message when trying to display messages with the session tracking data.

ALERT: Please be advised that we are experiencing technical difficulties displaying some messages in the ticket form – specifically messages containing the session tracking information (*****Session Trak*****). This includes the original description of a new ticket and the automated response upon ticket creation which includes the description.

Communications with your regional support team which do not include the session tracking string will display as expected.  

We are in the process of resolving the issue with our vendor and will remove this announcement when the issue is resolved. Thank you in advance for your patience.




SCHEDULED MAINTENANCE ALERT: There will be scheduled maintenance to our ticketing system and Supportal on Friday, June 5th from 12:01am-12:30am PT (or 7:01am-7:30am GMT). During this time you will not be able to access Supportal or create tickets. We apologize for the inconvenience.

If you need assistance during this maintenance window, please don’t hesitate to reach out to us by phone - click here for contact information.



May 12, 2020:

Dear Innovative Customers,

We are pleased to announce the release of Virtua 16.3 SP1 and Chamo 3.5. Release notes can be found from the Release Announcements and Notes solution in the Supportal. Please use the Virtua and Chamo Upgrade Request Form to request this new software release (or an upgrade if you are a hosted customer). If you have any questions about the release please contact Support by submitting a ticket.

Thank you,

The Innovative Support Team

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