Classify the type of issue experienced
Firstly, please classify the type of issue being reported:
- Email Issue
- Access Issue
- General Usage Issue
- Performance Issue/Time Out Error
In order to troubleshoot issues for versaSRS Users, please ensure the information below 'Information Required for Triage' is provided by the versaSRS User.
NOTE: If triage was unsuccessful and you need to raise a support ticket with VersaDev, all of the information below and history of the triage steps carried out must be provided or the support ticket will be rejected.
Information Required for Triage:
- Which URL is the User trying to access?
- If this is an Email Issue, what is the Primary Email of the Team(s) affected?
- Please describe the issue and/or the error message displayed.
- Is everyone using versaSRS affected or only one User?
- Can the problem be replicated by another User on another machine?
- When was the last time the issue being reported was working as expected?
- Are other online applications and network resources functioning as normal?
- Please provide examples of versaSRS Case Number(s) that are associated with this problem.
- Please provide attachments of Error Screenshots/Supporting Documentation if applicable.
- Please provide End User information:
User First Name:
User Last Name:
User Email:
User Contact Number:
User Business Area/Department/Location:
Access Issues
- User(s) cannot access or logon to versaSRS.
Preliminary Steps:
1. Ensure all requirements have been provided by the User.
- If the details haven't been provided, send back to the requester and have them provide the missing details.
- If the details have been provided, proceed to step 2.
2. From the information provided, determine the type of issue being experienced.
- If the information provided shows that it is indeed an access issue, continue to action steps.
- Else, re-assign the category on the case to better reflect the issue being experienced and follow the triage that matches that category.
Action Steps:
1. From the information provided, determine the type of access issue being experienced.
- If the case relates to Team or Skill Group access within the application, then this is an Administrator task and the User needs to provide the details of the people who need access and what access is required.
- If the application is still functioning but a User is unable to logon, proceed to step 2.
- If multiple Users are affected and/or errors are being reported, proceed to step 2.
2. Open the screenshot provided by the User.
- If the screenshot shows a Windows Login box then this a network/infrastructure issue and needs to be reassigned to the appropriate team.
- If the URL shows 'page not displayed' or similar then this is a network/infrastructure issue and needs to be reassigned to the appropriate team.
- If the screenshot shows a versaSRS logon box, proceed to step 4.
- Else, proceed to step 3.
3. Connect to the network and access the URL provided by the User.
- If the URL shows 'page not displayed' or similar then this is a network/infrastructure issue and needs to be reassigned to the appropriate team.
- If the URL shows a versaSRS logon screen and you are able to login and load the application then this shows that the application is functioning, proceed to step 5.
- If the URL shows script errors, proceed to step 6.
4. Access the URL provided by the User and check that the User's details match the details that were provided and that the 'can logon' checkbox is checked in versaSRS (Administrators > Manage System Users).
- If the details do not match or the 'can logon' checkbox is not checked, proceed to step 6.
- If the details match, proceed to step 5.
5. Contact the User by phone to determine if the problem is still being experienced and to confirm the User's details and application URL were correctly provided.
- If there is no longer an issue, the appropriate steps can be taken to close the case.
- If the User specifies details that are different than what was provided, go to step 4 with the new details.
- If the User's details are correct and there is still an access issue, proceed to step 6.
6. Raise a new case with the appropriate team, with the appropriate severity, and include all details and finding from the above steps.
Email Issues
- Email is not sent.
- Email is not received / Cases are not logged.
- Email looping issue.
Preliminary Steps:
1. Ensure all requirements have been provided by the User.
- If the details haven't been provided, send back to the requester and have them provide the missing details.
- If the details have been provided, proceed to step 2.
2. From the information provided, determine the type of issue being experienced.
- If the information provided shows that it is indeed an email issue, continue to action steps.
- Else, re-assign the category on the case to better reflect the issue being experienced and follow the triage that matches that category.
Action Steps:
1. From the information provided, determine the type of email issue being experienced.
- If a single User cannot send/receive emails, proceed to step 2.
- If multiple Users are unable to send email from cases within versaSRS, proceed to step 3.
- If multiple Users are unable to receive emails into cases within versaSRS and/or if cases are not being logged in versaSRS, proceed to step 4.
- If it is an email looping issue, proceed to step 5.
2. Access the URL provided by the User and check that the User's details match the details that were provided (Administrators > Manage System Users).
- If the email address does not match, proceed to step 7.
- If the email address matches, proceed to step 6.
3. Follow the procedure outlined here. - If is still believed to be application related and the issue remains unresolved, proceed to step 7.
4. Follow the procedure outlined here. - If is still believed to be application related and the issue remains unresolved, proceed to step 7.
5. Follow the procedure outlined here. - If the issue remains unresolved, proceed to step 7.
6. Contact the User by phone to determine if the problem is still being experienced and to confirm the User's details and application URL were correctly provided.
- If there is no longer an issue, the appropriate steps can be taken to close the case.
- If the User specifies an email address that is different than what was provided, go to step 2 with the new details.
- If the email address is correct and there is still an access issue, proceed to step 8.
7. Raise a new case with the appropriate team, with the appropriate severity, and include all details and finding from the above steps.
8. Re-assign case back to the appropriate team, informing them that you have checked the application and can confirm that email is working for others, that the User's email address has been entered correctly, and the issue needs to be addressed at the Exchange/Infrastructure level.
General Usage Issues
- Performance Issue.
- Problem Opening Attachments
- Unlocking Cases
Preliminary Steps:
1. Ensure all requirements have been provided by the User.
- If the details haven't been provided, send back to the requestor and have them provide the missing details.
- If the details have been provided, proceed to step 2.
2. From the information provided, determine the type of issue being experienced.
- If the information provided shows that it is indeed a general usage issue, continue to action steps.
- Else, re-assign the category on the case to better reflect the issue being experienced and follow the triage that matches that category.
Action Steps:
1. From the information provided, determine the type of issue being experienced.
- If the User reports a performance issue, follow the procedure outlined here.
- If the User is having a problem opening attachments, follow the procedure outlined here.
- If the User cannot unlock a case in versaSRS, follow the procedure outlined here.