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Appendix: SupportΒΆ

The following must be provided when a support issue is raised:

  • Customer Name
  • Contact Name
  • Contact Phone Number
  • Contact E-mail
  • Product Version Number
  • Problem Description (including business impact)

Please note you must provide the full version number of all software components.

When raising support issues the following files will normally be required:

  • A saved copy of the events displayed on the Events screen of the Scheduling Workbench (Administration workspace, System tab). Alternatively, the server event logs for each component in use.
  • An export of the current system parameters.

  • For scheduling problems:

    • The latest initial load XML file and all subsequent change XML files. This can be found in the Input History folder, or customers using the Data Archive can extract the data from here.
    • If possible a saved schedule demonstrating the problem.

  • If using the Advanced Resource Planner:

    • An export of the ARP data.

  • Any other relevant files, such as setup files.