Submitting a Support Ticket

• Introduction
• Document the problem
• Submit a support ticket

Introduction

The number one thing slowing down a solution to a problem is insufficient information. The best step you can take prior to contacting Flex Support is good documentation. The back and forth required to understand problems more deeply will slow things down. Document the problem thoroughly and the solutions will come much more quickly.

Document the problem

The more information you collect about the problem, the faster Flex can provide a solution.

1. Document the error
   1. Screenshots of error
   2. Text from the error, in full
   3. PDF/screenshot of results in Flex or connected apps
   4. Your one line description of the problem
2. Document the steps and items involved
   1. The url of your Flex instance
   2. Location where problem occurred (Where would Flex Support go to recreate this?)
   3. Actions just prior to the error (How would Flex Support recreate this?)
   4. Results expected versus results observed (What you thought should happen and what did.)
   5. Elements affected in Flex (Where can Flex Support see the specifics of this?)
   6. Forms affected in Flex or connected apps (Where you thought you'd see the data and where you did.)
3. Document the efforts to resolve  
   1. Actions you've tried
   2. Flex resources you thought would solve the problem but haven't
   3. Outside or connected apps resources you thought would solve the problem but haven't

Submit a Support Ticket

Remember, the more information you provide, the faster Flex can provide a solution. 

1. Submit a ticket
   1. Summarize the problem
   2. Include all the documentation above