When you report an issue to Axsy, please provide as much of the following information that is relevant to your issue to enable us to assist you further.


Axsy provides Level 2 support to Level 1 teams only. Please do not connect us with your end-users directly.


For issues encountered in production, you must be able to reproduce the issue in your sandbox environment before contacting Axsy for Level 2 support.


For complex issues, Axsy may require access to your sandbox environment to investigate issues further. Please be prepared to provide Axsy access to your sandbox environment and set up the environment to enable Axsy to investigate further.


Axsy Mobile App Details

  • Mobile app version(s)


Mobile Device Details

  • Mobile device OS version(s)

  • Mobile device model(s) (e.g., iPad 7th Gen, etc.)

Axsy Managed Packages

  • Managed Package version(s) (e.g. Salesforce Field Service powered by Axsy - Version Number 1.54) 


Salesforce Org Details

  • Is the issue a pre-production or production (live) issue?


Frequency

  • Is this an intermittent issue / does the issue occur every time?

  • Does the issue affect a single user / a number of users / all users?


Description of the issue

  • Provide as much detail as you can to describe the issue, including steps to reproduce.


For Axsy Mobile App issues

  • Screen-shots of error messages

  • Details of the Pending Changes queue

    • Is the Pending Changes queue empty?

    • Are there any error messages in the Pending Changes queue? Please take a screenshot of these.