What information should I include in a support ticket?

In order to ensure that your request is processed quickly and efficiently by our support team, we ask you to provide all relevant information completely and accurately in your support ticket.

The more detailed your information is, the faster we can identify the cause of the problem and offer you a suitable solution. Based on experience, incomplete or unclear information leads to questions and can extend the processing time respectively.

Contents

What you can check before sending a support request

To ensure that your support request is processed quickly and efficiently, please check the following points in advance:

• Check protocol

Check the client under Protocol > Processes to see if there are any error messages or notes on the problem, especially if an error message appears after submitting a form.

• Clarify requirements internally

Ensure that all necessary requirements for the respective process are fulfilled, such as user rights, system configuration or the existence of required files.

• Check connection and network

Check the stability of your Internet connection and check whether firewall or proxy settings are affecting communication with the system.

• Check last changes

Check whether changes have recently been made to forms, workflows or system settings that could be related to the problem that has occurred.

• Check JavaScript problems

If there are problems with the operation or functions, please open the browser console (usually with the F12 key) and check whether JavaScript error messages are displayed there.

• Test reproducibility

Try to reproduce the problem in a verifiable manner and make a note of the exact steps to make it easier for support to analyse the error.

If you check these points in advance, you will help us to process your request as quickly and efficiently as possible.

Important information for a support ticket

• Form export

If the problem affects a form, this has to be attached as an export. The form export can be done under My Forms > [Form name] > Export > Form export. The xfp file has to be attached to the e-mail.

• Detailed problem description

What exactly is not working? What steps did you follow? What did you expect and what happened instead?

• Affected formcycle version

For an on-premise installation, please specify the formcycle version used.

• Relevant screenshots or error messages

Pictures of error messages or unusual messages often help a lot when analysing.

• Browser und Betriebssystem

Which browser (including version) and which operating system are you using?

• Time of occurrence

When exactly did the problem first occur? Does it always happen or only sporadically?

This point is very relevant in relation to log files in order to quickly narrow down the error.

• Steps to reproduction

Please describe how to reproduce the problem.

• Previous solution attempts

What steps have you already taken to resolve the problem?

• User role and authorisations

Under which user account does the problem occur? Are there special aspects to the access rights?

• Log files or protocols

For an on-premise installation, you can download the error logs under System settings > Logging > Error log.
If the error affects the form, e.g. an error message appears after sending, the process protocol is especially relevant. You can find the process protocol in the client under Protocol > Processes. This information is very helpful for identifying technical causes.