Best Practices for opening a trouble ticket with DistillerSR Support

Our goal at DistillerSR Global Support is to help our users resolve any issues in a timely manner. In order to facilitate this, the more information you can provide us during your initial support request, the higher the likelihood of a quicker resolution. It can potentially save a lot of back and forth e-mails and get you sorted in shorter fashion.

Here are a few items that would always be useful when reporting an issue. 

1) Full, correct project name. This will allow us to send you a project access request immediately (if needed) which saves all parties time and e-mails along the way. 

2) If you are experiencing any issue that generates an Error Message, a screenshot of the Error Message is always helpful. 

3) If you are experiencing issues with uploading of file(s) please attach files to your initial support ticket, we can start investigating immediately by testing those files on our end. 

4) If you are experiencing issues related to references and their related states, please include a screenshot of the reference status report (via Reports>Reference Status)

5) Related to item 4, have you recently performed a Reconcile of References? This is often necessary after changes to your level/form/user settings have been changed. Let us know if yes/no when reporting your issue. This is a frequent resolution step for many reference status related issues.

6) Are you the DistillerSR Admin for your organization? It helps us better understand how we can assist you. Please do let us know. 

Finally, if you can provide details of the steps recently taken prior to the incident, it will help us narrow down and identify the most relevant line of questioning needed to resolve your issue.