The following steps need to be taken to ensure that the necessary information is available to resolve your incident:
1. Gather information on the incident
2. Log a new incident in the Help Desk
3. Use the Help Desk to manage the incident
1.4.1 Gather information on incident
Before submitting an incident to Product Support, gather the information needed to provide Product Support with data to reproduce and investigate the problem. It is very important to thoroughly prepare the description and supporting data to avoid delays in resolving the incident. Product Support may need and request additional information depending on the nature of the incident.
When logging an incident, the following information is required:
•Categorization of the problem
•MoversSuite product name and version, e.g. “Order Information 5.03.0.40686”
•Exact full text of any error message and the error number
•The exact steps required to reproduce the problem. After documenting the steps, try them again before sending them to Product Support to ensure that the steps are correct
•Other explanatory notes regarding the problem. For example, can you reproduce the problem or does it happen intermittently? Does the problem happen to all users or a select few? Does it happen on all workstations or only selected workstations?
•Incident type – question, problem, enhancement or training
•Any attachments relative to the incident
1.4.2 Log a new incident
After the required information is compiled for Product Support to reproduce and resolve the incident, log the case with Product Support by either creating a new case through the Help Desk, the preferred method for submission and self-management of your cases, by email to support@ewsgroup.com, or by telephone.
1.4.2.1 Submit an incident through the Customer Support Portal
To submit a new incident to Product Support go to the Help Desk. Provide sufficient detail to allow Product Support to reproduce the problem and include all necessary attachments. Incidents logged through the Help Desk are automatically placed into the support queue and are resolved according to their priority level and the order in which they were received.
After submitting the incident, the Help Desk returns an incident number confirming the information submitted. Additional information and attachments can be added to the incident from the Help Desk detail page. Save the incident number and use it for any further communication regarding the incident.
If you are unable to submit an incident through the Help Desk, then you can submit non-emergency incidents through an email message to support@ewsgroup.com. Please note that submitting an incident through email places the incident in a queue with no priority attached, i.e. will be treated as a “Low” priority incident.
1.4.2.2 Submit an incident by telephone
If for some reason you do not have access to the Help Desk, you can call (970) 256-1616 and select option 2 to create an incident. Incidents submitted by telephone are entered in to the support queue at the close of current business day and are in line to be resolved the following business day. This does not apply to the submission of emergency incidents.
Once Product Support has entered the incident into the Help Desk, an incident number confirming the information submitted is emailed. The incident will be resolved according to its priority level and the order it was entered on the next business day. Additional information and attachments can be added to the incident from the Help Desk detail page. Save the incident number and use it for any further communication regarding the incident.