If you're having issues with SMARTLINK/ICONS, it's important to create a support ticket via myQUEST with all the necessary details to ensure a quick and effective resolution. Here's a quick checklist to follow when creating a support ticket:
Check the admin help articles: Our admin help articles cover a wide range of issues and may provide a quick solution to your problem.
- Check the user manual: If the issue is related to end-user functionality, our user manual may be able to help.
- Include email addresses: Make sure to include the email addresses of all affected users in the ticket. This will ensure that we can quickly look up info relating to the users.
- Ask for screenshots: If there are website performance issues, such as components that are not loading, ask the affected users for screenshots of the issue (see Pro Tip below)
- Include serial numbers: If the issue is related to a specific machine, make sure to include its serial number in the ticket. Using the organization as a reference can be tricky as many of them have duplicated names.
- Be clear about expected behavior: Finally, make sure to clearly explain what you/the user expected to see/happen versus what is actually happening on the website. This will help us troubleshoot the issue more effectively.
By following this checklist, you can help ensure that your support ticket includes all the necessary information for our team to quickly and effectively troubleshoot any issues you may be experiencing.
PRO TIP: DevTools
When encountering issues with a web application, you can take a screenshot of the Console panel in DevTools to provide important information to technical support teams. Here's how:
- Open DevTools: Right-click anywhere on the web page and select "Inspect" or use a keyboard shortcut such as Ctrl + Shift + I (Windows) or Command + Option + I (Mac).
- Switch to the Console panel: In DevTools, click on the Console tab at the top of the window to switch to the Console panel.
- Take a screenshot: To take a screenshot of the Console panel, use a keyboard shortcut such as Ctrl + Shift + S (Windows) or Command + Shift + S (Mac) to open the screenshot tool. This will allow you to select the area of the screen you want to capture, including the Console panel. Alternatively, you can use the operating system's built-in screenshot tool to capture the entire screen or a specific area of the screen, including the DevTools window with the Console panel visible.
This is what it looks like in Chrome:
This is what is looks like in Edge:
Examples of when to take a screenshot of the Console panel include:
- Error messages: If you encounter an error message on a web page or see unexpected behavior, taking a screenshot of the Console panel can help technical support teams identify the cause of the issue. Error messages or warnings that appear in the Console can provide important information about the problem, such as a description of the error and the line of code where it occurred.
- Performance issues: If you experience slow page load times or other performance issues with a web application, a screenshot of the Console panel can help technical support teams identify the cause of the issue. The Console can show details about how long it takes for resources to load and render and can help pinpoint which resources are causing performance issues.
By taking a screenshot of the Console panel and including it with support requests, you can provide valuable information to technical support teams and help identify and resolve issues more quickly.