When you're experiencing a technical issue and need assistance, the quality and depth of the information you provide in your support ticket can directly impact how efficiently and accurately our team can diagnose and resolve the problem. Incomplete or vague submissions often result in delays due to additional clarification requests, prolonged troubleshooting, and uncertainty around how the issue is affecting your business operations.
To ensure we can resolve your issue as quickly and effectively as possible, we ask that you include the following information in your support request:
1. A Detailed Description of the Issue
Begin by clearly describing the issue you're encountering. Include the following, when possible:
- What you expected to happen
- What actually occurred
- Any error messages, warnings, or unusual behavior
- Specific functionality that isn’t working as intended
- Notable patterns, such as whether the issue happens under certain conditions or times
The more descriptive and specific you can be, the better equipped we will be to pinpoint the root cause and resolve the issue for you.
2. Business Impact and Scope of the Issue
Understanding how the issue is affecting your business is essential for prioritization and troubleshooting. Please specify:
- Whether the issue affects all users, a group of users, or a single individual
- If the issue is completely blocking your ability to work (e.g., stopping a workflow or preventing access), or if it is a minor inconvenience
- Whether the issue is consistently reproducible or occurs intermittently and unpredictably
This context allows us to assess the severity and urgency of the issue, helping us prioritize our response appropriately.
3. Clear, Repeatable Steps to Reproduce the Issue
Reproducibility is key to resolution. Please provide a step-by-step breakdown of how the issue can be triggered. Even if the problem does not occur every time, include the steps you took before encountering the issue. This allows our team to replicate the conditions in which the issue occurred.
Helpful Tip: Recording a brief video of the issue occurring—showing your screen and actions—can dramatically improve our ability to understand the problem without needing multiple follow-up questions.
4. HAR File (When Applicable)
If the issue involves web performance, front-end errors, or strange browser behavior, including a HAR (HTTP Archive) file is highly recommended. This file captures a detailed record of network requests and browser activity during the session when the issue occurred.
- You can typically generate this from your browser’s Developer Tools (Network tab).
- Instructions for exporting a HAR file are available here.
HAR files give us visibility into what the browser was doing and how it was communicating with the server, often revealing issues that cannot be seen from the user interface alone.
5. Product Version Information
Include the version number of the platform or product you’re using. You can find this by accessing the Akumina Debug Screen. Knowing the version helps us identify whether this issue may be related to a known bug or compatibility issue.
6. Environment Details
Let us know where the issue is occurring. For example:
- Development
- Production
- Staging/Test
- Or All environments
Knowing the environment helps us understand the level of risk and what systems may be impacted.
7. The URL of the Affected Page
If the issue is isolated to a specific page or set of pages, please include the full URL(s). This is especially helpful when dealing with content rendering, UI errors, or data inconsistencies tied to a particular view or component.
8. Application Insights Logs (Self-Hosted Customers Only)
If you are managing a self-hosted environment and have captured a HAR file, you can extract the Operation ID from it and use that to pull relevant log data from Application Insights. These logs provide critical backend details—such as performance issues, failed API calls, or exceptions—that correlate directly with the user session.
Including these logs enables our support engineers to see a complete, end-to-end picture of what occurred during the problematic session, significantly accelerating diagnosis and resolution.
Final Thoughts
The more complete and detailed your support request is, the faster and more accurately our team can diagnose and resolve the issue. Taking a few extra minutes to provide this information upfront can save hours—or even days—of troubleshooting later.
Thank you for your cooperation and for helping us deliver the highest quality support possible.