In order to lower the amount of interactions between support and the Admins and user we created this article so they know what information they should provide.
But admins/users should have gone trough some steps before reporting an issue to support which can be looked at in the KB article Troubleshooting Steps prior to support contact.
- Subject: The issue description should be related to the ´problem reported.
- Steps to reproduce: The steps to reproduce an issue are very important since the support engineer might not be knowledgeable of what you are trying to accomplish and they should always include expected result and observed result.
- Tenant URL and Order number: The URL will give the support engineer information regarding your Signals notebook tenant like the system primarily contact, users and creation/expiration date. Also the Order number is a factor in most of the issue reports.
- Organization: The name of your organization or the organization that owns the tenant is important in order to find details that will expedite case resolution.
- Images, Screenshots and videos: Images, screenshots and videos will give the support engineer a view on what and where, which is very important for issue comprehension.
- Logs: when reporting and issue related to a particle workflow that is now working as expected that may or may not pop-up a visible error, login delivers an incite of behind the scenes and are valuable when the issue needs to be escalated to a development team. If you do not have a reference on how to gather logs from your browser please use the KB regarding How to obtain the network log in different browsers
Meeting availability: On some occasions the support person will need to meet with you to help you resolve your issue or to gather more details, teams is a tool that is used by our support team to set these meetings and assist our customers daily.