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How to create a support ticket


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Before opening a ticket, please consider discussing the issue here in the forum first. Here you will probably be helped faster.
If the problem cannot be solved or critical information is discussed, we recommend you to open a ticket.

The email must contain an accurate, pre-qualified description of the problem. E.g. summarize the information listed below and send a mail to support[AT]appnavi.com.

•    In which tenant (Tenant Id) does the problem occur?
•    In which AppNavi app (App Id) does the problem occur?
•    Have changes been made to the underlying application (e.g. new version, new functions, etc.)?
•    Which browser was used?
•    How was AppNavi integrated (direct integration / extension)?
•    In which system (e.g. Jira, Successfactors, etc.) does the problem occur?
•    Was custom code used?
•    Has it been checked whether the problem can be traced back to the use of custom code?
•    Since when does the problem occur, or when did the problem occur for the first time?
•    Does the problem also occur in other systems?
•    Documentation of the problem in the form of screenshots / videos
•    If problems are apparent in the browser console, these must also be documented in the ticket.
•    Detailed description in which configuration the problem occurred (e.g. with which user, in which role, etc.)


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