Description
Before we can assist with technical queries, we require a detailed issue description and the relevant IDs.
Requirements
Why are IDs required?
IDs are the only information we know with certainty are unique. They allow us to immediately locate the relevant information, access a wealth of further information on the back end and, most fundamentally, ensure that we're providing an accurate response based on the variables specific to your account.
Reseller ID - Always required. Can be found at the bottom right of your Reseller login page.
User ID - If the issue is experienced within Workplace Online. Team > Members > Click on the User in question > URL will contain 'UserID'. Alternatively, this can be found in the about page in the local Workplace agent.
Device ID - If the issue is in reference to a particular device. Team > Members > Click on the User in question > Click on the Device in question > Device ID. Alternatively, this can be found in the about page in the local Workplace agent.
File/ Folder ID - If the issue is in reference to a particular project, folder or file. Navigate to the File and/ or Folder in Workplace Online > URL will contain the ID.
Team ID - If an issue affects one specific team. From Reseller portal > Teams tab > Team ID will be displayed on the left most column.
The Process
In addition to the relevant IDs and issue description, the table below describes additional information that you can provide which will help expedite the process of finding a resolution to the reported problem.
| Information | Description |
|---|---|
| A concise, detailed description of the issue | Remember, we only know what you tell us! The more descriptive information you provide, the quicker we can understand the issue and find a resolution. |
| Steps to reproduce | If the issue is reproducible, provide step-by-step instruction of how to reproduce the issue/error. |
| Troubleshooting performed | To avoid us asking you to perform steps you've already tried, let us know each step you've tried already and the outcome of each step. |
| Screen shots/screen recording | Seeing the issue can often be very helpful. Where appropriate, provide screen shots or a screen recording. |
| Logs | If the issue is regarding Workplace Desktop, attach the log (Right click the 'About' page > copy logs to desktop). |
| Date, time & time zone | So we can identify the appropriate log entries. where possible include information regarding the date, time and time zone when the issue occurred. |