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When logging a support ticket, the following information are usually needed:

Step-by-step guide

The following information is needed most of the time.  Providing it first speeds up our response (asking for this information)

  1. An email export (not a .msg file, they are binary, proprietary and cannot be used - they will be deleted on sight!).  Recently received emails are found in the JEMHC > Auditing > Incoming Messages section.  There is an export operation against each message (FYI, there is also a Convert to Test Case feature.
  2. The JEMH Profile export.  You can do this through JEMHC > Profiles.  There is an export option.
  3. If you are referring to how an issue got created, please screenshot that issue. Use the screenshot for reference.

Please:

  • Use specific summaries, non-specific summaries like "It doesn't work" are not helpful!
  • Describe in a sentence or two what you want to happen, and what you see currently happening.

 

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