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 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
Provides information about the installed SAP and ProNovia components and licenses. The information can be generated automatically in your system according to the article Function to create a text file with all relevant system information.
The description of the problem including pictures and attachments
Which system/client are affected?
Which transactions were used?
Does the problem occur repeatedly?
What happened?
What was expected instead?
The steps to reproduction
Which objects are affected? Describe step by step what led to the error.
Ideally, document your procedure with screenshots or with videos. If a runtime error occurs, export the runtime error according to the article Export runtime error and attach it to the ticket as well.
ProNovia Support cannot provide any support if the information is incomplete and that this will delay the processing of the ticket.