Documentation/ Managing and solving problems/ Before raising an issue
Before raising an issue
Before escalating anything to support, five checks settle most cases. And if the problem persists, giving the right details in the first message saves several rounds back and forth.
Any screen › before getting in touch with support
On this page
Five checks before escalating
Most of what looks like a fault has a simple cause, and is settled without waiting for support:
- Refresh the screen. On the lists, the refresh action asks for the data again; documents just processed do not appear until then.
- Clear the filters. A filter left on a column you cannot see is the commonest reason something "is not there".
- Check what your user is allowed to do. Some screens and actions need the administrator role, and some features depend on how the account is set up.
- Press Ctrl and 0 to put the zoom back to 100 %. If the screen looks enlarged, if it has to be scrolled sideways, or if menu options appear to be missing, the usual cause is the browser's zoom. On a Mac, Cmd and 0. It is explained in Browser zoom.
- Do it once more. A momentary connection failure leaves nothing half done: the operation either completes or is not applied.
Those five checks are general. Many pages in this documentation also carry their own things that come up table, with the exact cause and fix for whatever can go wrong on that particular feature.
What details to give
If the problem survives those five checks, give these details when you get in touch with support. With them, the issue is settled in one step:
- The document's reference, from the list's ID column.
- The company's name and, if support asks for it, the organisation reference shown under Account › User information.
- The date and time of the attempt, and the time zone set.
- The message word for word as the application showed it, typed out or captured.
- The document type and the list you were working from.
One ticket, one problem. If you have several different problems, open a ticket for each: they are settled separately and tracked on their own. You can give several document references if the same error affects several.
Problems specific to a feature
This page covers the general. For what is specific to each screen, the documentation has a section of its own at the foot of almost every page, with the exact cause and the fix: from why an item is refused by the ERP to why an import duplicates accounts.
Before raising an issue about a particular feature, it is worth looking at that feature's page in the documentation's index: the behaviour that surprised you is usually already explained there, with its reason.
How to get in touch
From the Help menu, the Dijit IA is the route for everything: you describe the case and, if it cannot settle it, it drafts the issue and sends it to support once you confirm. See Raising an issue with the assistant and Contacting support: which channel to use.
The details listed above are exactly the ones the assistant will ask for. Giving them in the first message saves a round trip.