Information about the case page
This information will assist you with getting the most out of the case by filling in the areas that you need.
Our online community has two branches for different sets of products. The selection defaults to the community you were on before opening a case.
If you don't see your product in the picklist, please select the alternative option in the Community drop-down.
To optimize case routing, please select your product in this dropdown.
We recommend each description includes:
What: What is specifically happening within the system. Please try to be as specific as possible with the exact area of the system, links you've clicked, etc.
Who: The specific user or users first and last name who have reported this problem and/or who you have noticed this experiencing this problem.
When: When the request/problem happens. For instance, did it start at a certain time of day or geographic location? What was being done prior to it occurring?
How: Detail the steps to reproduce the error. When possible, include attachment videos or screenshots of the journey.
Urgency & Business Impact: Help us understand the impact this issue is having on your business, including any pending deadlines.
There are 4 severity levels used to classify a case:
Severity 1 - Critical: Production use of the software is stopped or so severely impacted that authorized end users cannot reasonably use it. You must call-in by phone to notify our team, in addition to submitting the case.
Severity 2 - High: Use of the software can continue; however, productivity is significantly decreased.
Severity 3 - Medium: Major software documented features are unavailable, but a workaround is available, or less significant software documented features are unavailable with no reasonable workaround.
Severity 4 - Low: An issue that involves an inquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation or configuration.