Contacting support
When the checks on the previous pages do not lead to the cause, we take over. This page says which details a request needs so that we can work on it without follow-up questions, and where to find each of them. The difference is tangible: a request with these details starts at the cause, one without them starts with a follow-up question, and that costs a day.
You reach us at info@ffe-tech.com. The same address is at the bottom of your client's dashboard.
Prerequisites
- The case has been narrowed down with the traces, or the checks have failed to get there. Either is a good reason to write.
Which details are needed
| Detail | Why it counts |
|---|---|
| Channel and task | Tells us which route is affected, as it appears in the Context column of the traces |
| Point in time | Narrows down the execution. The value from Executed At is enough |
| Record affected | Product number or order number. "Some products" cannot be reproduced, a number can |
| The message with the technical trail | The copied content of the Details dialog. It carries the cause almost every time |
| Expected and observed | One sentence on what you expected, and one on what you see instead |
If you have already narrowed something down with the traces, add the finding, even an incomplete one. "The import shows 24.99, the upload 19.99" saves us half the way.
Where to find the details
All five sit in one place. Open the Traces navigation entry, narrow down to the record with the Filter field and select the affected row:
- The columns Context, Details and Executed At deliver task, record and time.
- The Show Details button opens the Details dialog.
- The button at the top right of the dialog copies the entire content to the clipboard, message and technical trail included. Paste it into the request unchanged. There is nothing you need to shorten.
If the case concerns not a single record but the whole task, because it ends with an error for instance, name the task and the time from the Started At column of the task list instead.
Further reading
- Understanding error messages: what you can take from the message itself before writing
- Traces (reference): the view all the details come from
- Introduction: what the scope of service covers and what we take over for you