Knowledge Base

Guide to logging an issue

We are constantly reviewing the way we support clients to develop innovative and time-saving methods that will result in a better client experience.

If you have suggestions please do let us know.

Here are a few tips to help us to help you.

Before you log an issue

Before you log an issue please check the following:

Has someone else reported the issue?

You can check on your Support portal to ensure someone else in your organization has not already reported this problem. 

Is it covered in the Core Documentation?

The Core Documentation should be consulted prior to logging an issue.

Is it covered in your Project Implementation Documentation?

If your site(s) were implemented by the TERMINALFOUR Project Team they will have provided documentation specific to your project. This should also be consulted.

Have other users experienced this issue?

The Forum is a great resource to interact with the wider community and we would encourage you to browse or search this resource.

Have you gathered together the information required to log an issue?

Give as much information as possible when reporting the problem (e.g., screenshots, a copy of error messages, the name of problem sections/content, possible causes of the error). You also have the option to add the version of the Product and the Component as well. The more information you provide, the quicker the resolution.

Priority Levels

Please consult the Handbook for full detail on the Priority levels. In the unlikely event that you do not agree with the priority assigned to your issue, you should discuss this directly with the Client Support Team. If you have an urgent business need that is linked to the issue, then please let us know, and we will do our very best to accommodate you.

Troubleshooting issues

Avoiding "JIRA Tennis". JIRA is the application that powers the Self Service issue system. Sometimes issues can be sent back and forth between people and the overall time to resolve can span a few weeks. For more complex or unusual issues we do advise that a telephone call or screen sharing session is arranged with the Engineer to troubleshoot and resolve the issue. Please feel free to ask the Engineer assigned to your issue for a convenient date and time for them to call you or to arrange a GoToMeeting or Webex session.

Resolving issues

Once the Engineer has identified the cause and suggested a way to resolve an issue, they will resolve the issue. If you do find that the issue was not fully resolved to your satisfaction, then please re-open it and comment with the most recent details. In the past, we have waited for you to confirm that the issue was resolved before closing it but know that you are busy people and don't always remember or have the time to set issues to Resolved. Taking this approach should allow issues to be resolved quickly and reduce the amount of to-ing and fro-ing.

Issue Types

The default issue type is "Support Request." In some cases, your issue will be changed to another Issue Type.
See further information on Issue Descriptions here.