Before logging a ticket with the Awaken Helpdesk, it is recommended that the following checks and considerations are made. Including this information when the ticket is initially logged will assist the Awaken Support team in diagnosing the issue and should reduce requests from the Support team for further clarification on Support tickets.
Which Awaken product is affected, Intelligent Agent or Conversations?
Please refer to the User Guide and Knowledge Base for the affected product prior to logging a ticket
Which version for the specific product are you on?
For Intelligent Agent, this is crucial in diagnosing the issue as the issue might already be fixed in a later version of the product which the support engineer will be able to advise you on.
When did the issue start?
This information can help to identify if the issue is due to a change made to the application or environment, and will also make it easier to check for errors being logged within the application. It may not always be possible to give an exact start time for an issue, if this is the case an estimated start time is still helpful.
Within which module of the application does the issue occur?
Does the issue occur in the Script Editor? The Agent Desktop? During a script run? When ingesting recordings? When viewing dashbaords?
Understanding where the issue occurs will help the Support team in diagnosing your issue.
Is the issue intermittent?
Is the issue constant, or intermittent? And if it's intermittent, when does it occur? Is there a pattern, or does it occur at the same time as something else? This will help the Support team identify possible causes of the issue.
Is the issue affecting all users and all machines/PCs?
If an issue is only affecting one user or machine, this is likely to be related to the settings for that user or machine rather than the Awaken application.
If known, please provide detailed steps to reproduce the issue
Important for intermittent issues, also this could help identify the cause of the issue.
If available, include relevant screenshots of the issue
Often a screenshot will give a clear idea of what is happening within the application, for intermittent issues this is particularly important as the Support team may struggle to replicate the issue.
Check the application error logs for the period when the error occurred, please also attach these logs to the ticket
Logging within the application varies depending on the product being used.
Have any changes to the environment been made recently?
Examples could include:
- OS Updates
- Changes to a third party application integrated with the Awaken product