Including this information when submitting tickets helps us assist you more quickly and effectively:
- The application (ex. CORE, OPTI, Tracking, Trucking) and the module (ex. Scheduling, Order Entry).
- An example order/line item, schedule/unit, or Opti release number.
- Screenshots or a short recording showing the issue.
- To take a screenshot on most computers, press the Windows key + SHIFT + S to activate Microsoft's Snipping Tool.
- We also recommend Greenshot as a useful screenshotting tool with editing capabilities.
- ShareX is a free tool for capturing short recordings of your screen in the form of .gif files - which is especially helpful to us.
- Steps to reproduce the issue.
- Scope - Is this isolated to one user/PC, or is it more widespread?
- Timeline and frequency - When did this first occur? Has this occurred multiple times or is this the first time?
- Business impact - Is this stopping production? Is there any way to work around the issue temporarily while we investigate?
- If your company has multiple FeneVision databases and manufacturing locations, please indicate the database and location this issue is for.
- Please do not forward an email chain. Instead, please summarize the relevant information.
For urgent issues, call our support line at 330-995-2830 ext. 2. An urgent issue is generally defined as a situation where all users (not just one user or certain users) are unable to perform a critical function in the software at all. Examples of urgent issues (refer to Prioritization and Response/Resolution Times):
- The system is completely down. Nobody can open any FeneVision applications.
- WEB is completely down. None of your customers can access WEB.
- All users are unable to enter orders in Core.
- All users are unable to release schedules to production.
- All users are unable to optimize releases in Opti-Glass.