Welcome to the new Support Center. One of the new changes is the use of a group + group forum for support. The main reason for doing so is because other users could benefit and learn about something they might not have thought of or realized another way of doing something. Furthermore, it is also a good way to network with other eduTrac users and techies (i.e. sharing queries, creating a plugin, etc.).
Therefore, if you need support, use the support forum to post your inquiry.
Support forum Inquiries should include questions about settings, help with a particular screen or help with SQL Queries. All other issues including general errors, screen errors, inconsistent data, feature requests, or current features not working properly, they need to be posted to the Issue Tracker.
“Why the separation of the two,” you ask? By keeping issues and support inquiries separate, it helps make development much more productive. Also, you can now leave comments on some of the articles posted in the Knowledgebase which also have a corresponding topic posted in the Knowledgebase Comments forum. So, if you need help with a particular screen, and comments are enabled, feel free to post support inquiries in that forum as well.
Sometimes personal information is requested (i.e. login credentials). When this occurs, you will need to post a private reply to your support topic. The checkbox for that is located at the end of the reply form. See screenshot 1.
Screenshot 1 When opening a support ticket through the support forum, there are a couple of things to keep in mind.
- Please be as detailed as possible.
- At the end of the reply form, there is an input for “Topic Tags”. Please use this to enter the current release tag of your installation (i.e. 4.3, 4.4, 4.5, etc.) and feel free to enter any other tags you think are relevant.
- Also, at the end of the reply form is an option to be notified when a reply is posted.
Issue Tracker
When submitting an issue to the Issue Tracker, make sure to choose the correct category. Explanation of each category is below.
Bug – Bugs are software problems or defects in the system that need to be resolved.
Feature Requests – Feature requests are functional enhancements as well as an ideas of a new feature submitted by clients.
Task – Tasks are activities that need to be accomplished within a defined period of time or by a deadline to resolve issues.
- This topic was modified 6 years ago by
etSIS. - This topic was modified 5 years, 10 months ago by etSIS.
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