Help! There’s a Problem—Now What?

Emergency Help Button

This post is part of the series Reporting Issues:

SalesPage applications are built to provide a user interface that’s simple and intuitive to use when interacting with each client’s important data. However, behind the scenes, there are libraries of code scripts doing the heavy lifting to pull and assemble all of that data into meaningful forms. As in any environment with lots of moving parts, it’s important to have a plan in the event that an issue occurs in the application.

Issues come in different flavors; perhaps a user encountered an error page that offers a terrifying glimpse into the SQL language. Perhaps the issue is more subtle and the application appears to behave in unexpected ways. Regardless of the type of issue, SalesPage staff members perform the same three steps: Collect Information, Acquire Logs, and Submit the Issue. We encourage our clients to follow these same steps if they run into issues, too. This is the first post in a three-part series; each post in the series will expand on one of these three troubleshooting steps. This post addresses the first item, collecting information.

When you need to report an issue, the more information you can provide to your SalesPage Project Manager, the more quickly the issue can be resolved. So, what kinds of questions should you ask your team members, and what information should you collect before contacting your Project Manager? It always helps to gather this type of information:

  • Did the issue occur in a Production Environment or a Test Environment?
  • Can the issue be recreated? If so, what detailed steps will allow us to recreate the issue?
    • This is an important element that will assist QA in troubleshooting the issue. An issue that can be recreated is typically an issue that can be fixed quickly.
  • What User ID and Role(s) were assigned to the user who encountered the issue?
    • The User ID and Role(s) are used to help recreate the issue; they let us determine whether any specific security settings contributed to the issue.
  • What browser and what version of that browser was used when the issue occurred?
  • Did the issue generate an error message? If so, provide that message.
    • You can provide the error message in a couple of different ways. You can capture an image of it by pressing [Alt]+[PrtScr] on your keyboard to capture the active window or by using the Windows Snipping Tool. The resulting image can be pasted into an e-mail message or a document. You can also copy the text from the page, which sometimes captures more of the error message than a capture does; the text can also be pasted into a message or document.
  • Are log files (Troubleshooting Sessions) available?
    • Acquiring and sending log files is an excellent way to assist in troubleshooting the issue. Log files contain the communication between the application and the database and can pinpoint when the issue occurred. SalesPage Financial Version 5.1 provides a special tool for collecting this information, troubleshooting sessions.

An overview of troubleshooting sessions in included in the second part of this three-part series, so stay tuned.

In the fall of 2015, SalesPage released a new issue tracking and management solution, SalesPage Issue Center, which replaces support.space. Contact your SalesPage representative for more information.