Raising a clear, well‑structured support case helps ensure issues are diagnosed quickly and resolved efficiently. Follow the guidance below to provide the right information from the start.
1. Writing the Subject Line
Include a one‑line summary that clearly states the core problem.
Examples:
“Invoice run failing with error code 503”
“Unable to access reporting module – authentication loop”
A good subject helps route your case correctly and speeds up triage.
2. What to Include in the Case Description
✔ Detailed Description
Explain the issue in full, covering:
What you were trying to do
What happened instead
When the issue started
How often it occurs
Who is affected
Avoid assuming the support team already understands your process or system—describe it clearly.
✔ Screenshots & Supporting Evidence
Include:
Screenshots
Error messages
URLs where the issue occurred
Logs (if applicable)
Files, examples, or reports demonstrating the problem
The more context you provide, the faster we can diagnose the issue.
✔ Steps Taken
Describe the exact steps to reproduce the issue:
Step one
Step two
Step three
Also share any troubleshooting you’ve already attempted.
✔ Outcome Observed
Tell us:
What result you expected
What result you actually got
This helps us pinpoint where the process is failing.
✔ References
Include any:
Case numbers for related or historic issues
Internal ticket numbers
Documentation or links that help clarify the problem
3. Component / Module Selection
Choose the component or module in the dropdown that you feel fits best.
Don’t worry too much about getting this perfect—support can correct it during triage.
4. Priority Categorisation
Use the following definitions when selecting case priority:
P1 – Full System Outage
Complete production system unavailable
No users able to operate
Business‑critical immediate impact
P2 – Major Impact / Significant Financial Impact
Key functions unavailable (e.g., cannot generate invoices, cannot run any round)
High business impact
These take priority over all other queued cases
P3 – Issue with Limited Reach
An issue is present but not business‑critical
May be escalated to P2 after review if impact increases
P4 – “How do I…?” or Change Requests
Usability questions
Guidance requests
Desired configuration or change
No operational impact
5. How to Get Your Cases Resolved as Efficiently as Possible
To ensure the fastest possible turnaround:
Provide all relevant details upfront (screenshots, steps, expected vs actual outcome).
Use a clear, descriptive subject line.
Choose the most appropriate priority based on impact.
Don’t assume the support team understands your setup—explain everything.
Share references to earlier cases or examples that show the issue.
Respond quickly to follow‑up questions to keep the case moving.