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• Article: Register for Support Access on Tylertech.com

Simply put, the best support cases are both detailed and specific.

1. What happened?

   • I encountered an error message with this statement

   When it happened?

   • During a Payroll Process generation

2. Where it happened?

   • In the Payroll Processing programs

3. What were you doing at the time?

   • Generating the biweekly payroll process

4. What you expected to happen?

   • Successful generation of the payroll process
     
     

Here are some additional items to consider:

• Entering Enter a specific Case Title
  • Avoid using generic or unhelpful descriptions like Error Encountered or Unable to Generate.
• When writing a description to the case, enter the Product Suite and Product Module that you are working through.
  •  The application support team may need to collaborate with other groups.
• Include the menu path of the program or module you are interfacing with.
  • Some programs may offer a different experience depending on how you access.
• Include the onscreen error message if presented with one.
  • Often error messages have direct resolutions, the specific error included may speed up your case resolution.
• Consider adding Add your step-by-step process to replicate the error, if possible.
  • Support will often attempt to replicate the error internally.
• Include a screenshot or series of screenshots for Support to better understand the issue.
• If working with multiple screenshots, consider adding them do a word document or similar program to organize the screenshots into a narrative.Avoid large
• attachments or any attachment that contains PII (personally identifiable information)If the issue is too complex for a screenshot or series of screenshots, consider creating a GIF or video replication of the issue.
• Avoid attachment that contains Personally Identifiable Information.
  • We securely house case documents, however as a best practice, blur or omit PII that is irrelevant to the support.
    
    

• The Default Product Suite will help ensure relevant KnowledgeBase articles and information are presented to you during case creation.
• Need to set your Default Product Suite? Navigate to https://tylertech.microsoftcrmportals.com/ and click your name in the upper-right and then select Profile from the drop-down menu to set your Default Product Suite.