Raising a Support Ticket

Alex Apostolou

Overview

In order to enable our support engineers to begin working on incidents and issues as quickly as possible, please follow these guidelines to successfully raising a ticket.

General tips

Before you raise a ticket

In order to raise a ticket you’ll need to have an account on one of our support sites. You can create an account at Meercat Support. If you are experience issues registering please ask someone who does to raise a ticket on your behalf and we’ll create an account for you.

Raising a ticket

When raising a ticket, always remember that the more information you include in your ticket, the better the support our engineers will be able to offer. In your ticket, please ensure that you include the following:

Issue Description

Please try to be as precise as possible in your problem description. The more detailed and accurate foundation you provide, the easier and faster it will be for the support engineer to verify the issue and take the necessary steps to resolve it.

A step-by-step description of your actions would be perfect to use.

For example, a ticket only stating “I can’t open the properties panel” or “Delete doesn’t work” does not provide any useful information. A better way to describe would be ”In the register West Mine, working on the bowtie 12001 and clicking on the properties panel, nothing is on display.” accompanied with a screenshot.

Where in the process did the problem occur? Please try to describe the actions you’ve taken leading up to experiencing the issue in a step-by-step manner.

Is this the first time you have observed this issue or has it been a reoccurring one?

Environment Details

Please provide us with your environment details:

  • Which environment, Live or Test? Alternatively, you can provide us with a URL link.
  • Which register?
  • Which login/username?

Permissions are organised per system, per register and per user so it is important to specify the three elements listed above when describing an issue.

Usually, the support engineers would not need access to your environment but depending on the task which needs to be performed, the support engineer may require access to one of your systems.

Please click here for more details on how to provide Meercat with access to your system.

Screenshot details

If you can, please supply us with screenshots of the entire browser window illustrating the issue. (ALT + Print Screen)

And if you receive a system error message, please let us know what does the error message state and take a screenshot of it as well.

Timestamp

If you can, please supply us with a timestamp of when the error occurred. If this is not possible, you could at least provide us with a time range so we could try to cross reference the issue with the logs.

Providing detailed log

When possible, it is recommended to provide us with detailed information. This is possible via the browser’s log. To do so, simply activate your browser’s console (F12 > Console) and locate any error you can find (applicable for IE10 and above).

Once you have located the error, please let us know what does the error message state (Copy and Paste) and take a screenshot of it as well.

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