If you encounter issues with the CMS application, it is important to provide as much information as possible to ensure root cause can be identified.

It is recommended that the following information be provided for each support ticket:

  • The date / time the error occurred
  • Which web browser you were using at the time
  • The details of any error messages that were received
  • A description of what you were doing at the time the error occurred
  • The steps to reproduce the error, if available
  • A screenshot of the error, if available

 

Document Editor

If you are lodging a ticket caused by the CMS document editor, it is important that you provide the log files to help with the diagnosis of the issue.

To access the logs, simply open the editor again (if its closed), then click on “Help” in the top menu and select “View Logs”. This will open the folder that the log file is stored within. 

The log files should be zipped up and attached to the support email. To zip the file simply right click on it, select “Send to”, then “Compressed (zipped) folder”. You should see a zip file created in the same folder.


Ticket template

Below is an example ticket that provides all of the recommended information. 

Question

Answer

Date / Time of error

13/03/2014

Web browser

Google Chrome

Operating system

Windows 8

Error message

An error has occurred, please contact the

Action at the time

Searching for claims for insurer XYZ

Steps to reproduce

  1. Open claims screen
  2. Open advanced search
  3. Select Insurer XYZ
  4. Click search
  5. An error is shown

Screen shot

See attached email

 

Article ID: 61, Created On: 9/13/2014, Modified: 9/13/2014