If customers (or partners) have issues and submit a ticket to Insight Works’ support portal, the time required to solve the issue will greatly depend on the information submitted to Insight Works.
Here is a list of things that should be included in a ticket to Insight Works. The items in bold in the left column should always be included.
WHAT INFORMATION TO INCLUDE | EXAMPLE |
---|---|
Version of NAV or Business Central | Business Central 15.2 |
Installation type: On-Premise or Cloud | On-Premise |
Version of Product | Shop Floor Insight 7.5 |
Name of customer | Joe’s Toy Shop |
Short explanation of issue | When I scan barcode “ABC” I get an error |
Steps required to reproduce the error |
|
Environment if applicable (“Prod”, “Test”, “Sandbox”, etc.) |
This is an issue in production only. |
Provide screen captures of meaningful errors/problems if possible. Otherwise giving the error message text is another option. |
![]() |
Define when the issue started if possible. Is this a *new* behaviour? Or is it something that you might not have noticed before? There usually is something that occurred that can explain any new behaviour. |
This wasn’t a problem until we changed where the production orders now print. Other examples not related to the issue depicted here:
|
“Scope” of issue. Is the problem restricted to only one workstation? Does the issue occur on all workstations? Is it for any barcode scanned? What are the conditions for the issue to replicate? Ideally, the more that is known of the scope of the issue, the better. If the issue is not occurring for certain groups or doesn’t occur in scenario “ABC”, this information is also important. Conversely, it is a good idea to also specify if you don’t know if the issue exists in certain other scenarios. The objective here is to try and best explain who/what might be affected by the issue, and who/what isn’t affected. |
Other examples not related to the issue depicted here:
|
Any pattern? If the issue is sporadic, is there any pattern that can be identified? These tend to be a little harder to identify. The more useful information the better. |
The issue depicted above is not sporadic. An example of worthwhile information for sporadic issues could be:
|
Leave A Comment
You must be logged in to post a comment.