If an error occurs in a ProNovia product, a ticket can be opened for this. ProNovia Support analyzes the problem and provides a solution. ProNovia Support, however, does not assist with consulting requests. For questions about products or consulting support, please contact your consultant or open a ticket in the https://www.pronovia.ch/en/company/team .
ProNovia products are regularly updated and improved. Before creating a ticket, use the search function to check whether your problem may have already been solved and update your products if necessary.
ProNovia products offer a wide range of configuration options. ProNovia support usually does not know your system landscape nor the actual implementation of the products on the customer system. For this reason, it is imperative It is essential that the error is described in detail. This includes:
The priority
The priority high should only be selected if the productive operation is disturbed by the error.
The system information
...
, including
System information
The information can be generated automatically
...
, see
Runtime errors/dumps
If a runtime error occurs, export the runtime and attach it to the ticket, see
Description of the problem
Which system/client are is affected?
Which What transactions were used?
Does Is the problem occur repeatedlyrecurring?
What happened?
What was expected instead?
The steps to reproduction
...
Reproduction
Describe step-by-step what led to the error
...
Ideally, you should document your
...
steps with screenshots or
...
videos
Priority High
The priority high should only be selected if the error affects the productive operation