1. Include a thorough description of the problem
Use a descriptive title and include as much information as possible in the problem description field. Attach print screens, log files and exact text of any errors or messages that may have occurred with the problem. If easier for you to document in Word, do so and upload the document as an attachment.
2. Assess the Priority of your Service Request
The priority of a Service Request is extremely important as it determines the sequence of when it will be addressed. The Priority of the Service Request is jointly agreed upon by your Account Contacts and TSG Representative. The assigning of priorities ensures that the requests most important to you are investigated and addressed first.
3. Record the environment details
If the problem only occurs on a certain type of environment, be sure to include the details in the Service Request. For example, there is a problem that only shows up on a certain operating system or on a particular Terminal Server. These details will enable us to better duplicate the behavior you are experiencing. This may require you to verify the behavior in other environments before placing the Service Request. Some examples of environmental details to include are:
4. Provide any asserts or database errors encountered
Please forward the client and the server log files for Releases thereafter when emailing a Service Request. The location of these files is documented in the Release Installation Guide.
5. Record the error message
If the problem you are experiencing includes a warning or error message, please include the text of the message or a snapshot in the Service Request. This allows us to search for the exact error text, resulting in a faster response.
6. Write clear steps that precisely illustrate how to recreate the situation
When describing the steps, be specific as to the exact tab on which view and how the method was invoked (Right-mouse –button-control, New button, option from a menu, etc.). If emailing the Service Request, point form or numbered bullets are helpful.
7. State the actual result and the expected results
This will tell the APM TSG Representative exactly what you expected the application to do and where it fell short. Without this information, it is often difficult to determine where the problem lies.
8. Attach screen shots
Attach images of the UI to your Service Request to make the problem easier to visualize.
9. Record site configuration aspects of the issue
If there are site configuration options that are important to duplicating the issue, be sure to include them.
Examples:
10. Provide error logs from the Server
Default location for error logs on the server: c:\programdata\bentley\ivaraEXP\logs
zip the whole directory. An upload link will be provided by Support if logs are requested.