To help us in the upgrade error reporting, I am asking people to be very clear when turning in helpdesk tickets for issues:
- Make the subject line make sense – in this case, use something like this: ‘Epicor 700 problem – Job traveler not printing’ makes a lot more sense than ‘Epicor 700 error’
- When reporting a print issue, or problem running a dashboard, include the entire path where it resides, and any parameters we will need to know to reproduce the issue. This saves time and effort in us emailing back and forth trying to get that information. There have been cases where we sent more than 10 emails asking for the information, and never get enough back to reproduce the issue.
- If you do a menu search, and include a screenshot like this one, it tells us where the item can be run from. Or you can type the path in, like this: Executive Analysis -> Status Dashboards -> Service Job Status. The screenshot is much easier and faster.
- For print jobs, we need to know where it is being run from, then the parameters it is being run with. For a job traveler: Company: TMC | JobNum: 0471157 | Report Style: Lift Traveller – SSRS. If you have a screenshot it is much easier, otherwise we need to know whant boxes are being checked.
- If you do a menu search, and include a screenshot like this one, it tells us where the item can be run from. Or you can type the path in, like this: Executive Analysis -> Status Dashboards -> Service Job Status. The screenshot is much easier and faster.
- If you are reporting an error, give us the details from the system monitor, so we can know what the error is which will speed up some of the responses. Click into the box that has the error message, highlight the entire section (or use Ctrl+A to select all) and then use Ctrl+C to copy the text, and then you can paste it into the email with the ticket (Ctrl+V). Just a screenshot is not as good, as we cannot copy the text from a screenshot.
- There are many helpdesk articles we have written on common issues, and how to do certain things. They are available at https://versalift.freshdesk.com/a/solutions. For instance, there is a helpdesk article on lookin at the system monitor and getting details on error details: https://versalift.freshdesk.com/a/solutions/articles/31000151677