Skip to end of metadata
Go to start of metadata

You are viewing an old version of this page. View the current version.

Compare with Current View Page History

« Previous Version 2 Next »

Description of Issue

What are the best practices when we go to submit a support case?

Are there areas of a support case that Support would like to see present on every submission?

Context
  • tylertech.com
  • Client Support
  • Online Support Incidents
  • Create a Case
Cause

Informational.

Resolution
  1. Please register for an online account: Register for Support Access on Tylertech.com.

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

    1. What happened?

      • I encountered an error message with this statement

    2. When it happened?

      • During a Payroll Process generation

    3. Where it happened?

      • In the Payroll Processing programs

    4. What were you doing at the time?

      • Generating the biweekly payroll process

    5. What you expected to happen?

      • Successful generation of the payroll process

  3. Here are some additional items to consider:

    • Entering 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.
    • 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 your step-by-step process to replicate the error, if possible.
    • 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).
  4. Set your Default Product Suite: How to add a default product suite to your online portal account.
Additional Information

Looking for additional documentation on submitting support cases? Review the Documentation for adding a new support case or How to log a support case through the Online Support Incidents portal for information.

Looking for more information on Online Support Incidents? Check out the Master Article - Online Support Incidents for related articles.

  • No labels