When reporting an issue to the Q&J support team, please help us solve your problem by following same rules and procedures as those which apply for providing technical support to customers.
It's almost impossible to diagnose a problem when someone says: it failed. “It?” What is “it?” How did it fail? What were you doing when it failed? How do you know it failed? What was the difference between expectation and observation?
In order to fix your issue, the development team must be able to identify and replicate your issue. You cannot assume that what you see at your end is what the development team sees. They are not logged in as you. They do not share your session data. They may not be looking at the same view or data. They may be using a different web browser or a different version of the same browser. So, please be descriptive; when reporting an issue, include as much of the following information as possible.
And remember when reporting issues to provide the most complete information possible – what may look like meaningless gobbledygook to you may be really useful to us!
ALSO, please give a meaningful subject line or title to your report -- "Having a problem" (or similar) is not helpful.
Really Important Information
1. At what step in the process did you encounter the problem? It's often helpful to have the URL as well, so please include this in your report. The URL is the address of the view or page in question. This appears in the address bar at the top of your browser window. It is simple to copy and paste this address into your report or to include in in any screenshot you may wish to send.
NOTE: By providing the URL you are indicating to us where your issue occurred. All sessions are kept distinct though, so the URL will not (in most cases) show us what you saw when your issue occurred.
2. What record or resource were you working with when you encountered the issue? Sometimes the issue lies with the data in the record, and not in the application or user interface. Very often it's helpful for us to look at the same record you were looking at when you encountered the issue.
- Example: I was trying to edit customer record for "Betty Rubble" customer ID 1234
- Example: I was trying to ship order #100009679
- Example: I was trying to save document #7547
3. What action did you take immediately before you encountered your problem?
- Example: I clicked the "Submit Invoice" button at the bottom of the form.
4. What did you expect would happen and what actually happened?
- Example: I expected that it would process my order and that I'd see a message
- saying that my order was complete, but instead it beeped at me three times and
- displayed an image of Godzilla stomping on Bambi. It made me very sad.
5. Did you receive any error messages or notifications? If so, can you give the complete text of the message? (Note: Saying “I got an error.” is not helpful. Reporting the text of the error message provides us with useful specifics about the kind of error you may have received.)
- Example: No, I just got a blank screen.
- Example: A pink box appeared at the top of the page saying: "Cannot save shipment ID 4567982"
- Example: I received this error message: "Full text of error message"
- Example: A dialog box popped up and played the Jiminy Cricket song. There was an animated cricket doing a dance. I did not expect that.
Stuff we may ask for after your initial report
You probably don't need to supply the following information in your report, but please be prepared to answer these questions should support ask:
1. What kind of device were you using: desktop, laptop or handheld device?
- Example: My desktop computer
- Example: My iPad
2. What browser were you using? Which version?
- Example: Internet Explorer 11 for Windows
- Example: Chrome 47 for Mac
- Example: Safari 9.0.2 for Windows
- Example: Opera 11.0 for Linux
- Example: Apple iPad / iOS 3.2, Firefox, Android, Camino, Dolfin, Blackberry
– there are thousands! Not sure? Go to http://www.whatismybrowser.com/
NOTE: There are known issues with Internet Explorer. If you encountered your issue on the back-end using Internet Explorer, please try with another browser (e.g., Chrome, Safari, Firefox, Opera) before formally reporting your issue.
3. Had you used the forward or back button in your browser immediately prior to encountering your issue?
4. Certain functions may make use of “ajax” to make changes to a portion of a view without reloading the entire view. When certain ajax calls are made a “Please wait…” icon may be superimposed over a portion of the screen – sometimes only for a second or two.
When addressing issues for views that use (or should use) ajax, we may ask whether or not this icon appeared.
5. Of course, depending on your issue, we could ask any number of other questions. We will try to keep requests to a minimum, but please understand that if we ask we have a good reason to ask and that a prompt response can make a big difference in how long it might take to resolve your issue.
Please sign in to leave a comment.