How to submit a Syncing related Ticket

How to submit a Syncing related Ticket

Looking for help with Syncing/Integration? This article explains the different places you are able to submit a support ticket.

Tes recommends raising your query as a ticket. If you would like to discuss the query over phone, please first submit a ticket through one of the processes explained below, then quote the ticket number to the Support member.

Warning
It is very important that Tes support receives all the necessary information in order to fully investigate an issue. Please click here to assist you with what Tes needs to investigate the issue. 

Submitting the ticket through Timetable Products

Tes E10 Timetable

Please open your timetable file and click on 'Get Help' through the dashboard. 



The following fields in get help screen needs to be filled in. 
  1. Email from: You will need to put your email address. 
  2. Email Subject: Select "Sync" from the drop down list. 
  3. Message: Explain the issue 
  4. Steps taken: Write down the steps on replicating the issue. 
  5. Upload: Upload the log file, screenshots and any other necessary files to investigate. Your timetable file is automatically attached. 
  6. Send: Click on send button. 

Tes E9 Timetable

We do not recommend sending syncing related queries through Tes E9 timetable application as the current get help functionality within the product does not allow to attach additional information such as logs and screenshots which is crucial in syncing investigation. Please follow the approach on submitting ticket through support portal mentioned below. 

Submitting the ticket through Cloud Products

When logged into the Tes cloud server (Timetable Daily, Timetable Interviews, Timetable Choice, ) : 
  1. Click on 'Get Help' at the bottom right corner of the screen (scroll down if you are unable to see it)
  2. A window will appear for you to fill in the details




Part of Get Help you need to fill in : 
  1. Module - Select the correct module you are having issue in 
  2.  Subject and Message - Fill in the subject line with the replication details and example on the issue 
  3. My issue is sync related - Tick the box 
  4. Attached all the required details. 
Info
For more information on what to provide to Tes support to assist us on investigating please click here. 




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