How to report requests

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Resco Support


The following sections describe the use of the Resco Support portal and other means of contacting Resco Product Support and Consulting, in order to help you solve any support request in the most effective way.

Resco Product Support and Consulting uses the Jira service management tool to track all customer and partner requests towards Resco. To enjoy the support responsiveness as usual, or improved, we would like to encourage you to use the Resco Support portal to log any issues, requests towards Resco Support and Consulting. Structured information provided via portal allows us to react in a fast and accurate way to all requests.

Resco Support portal allows you to create new requests, view existing ones, manage requests visibility with other recipients (add, remove recipients), see requests that are created by you, your colleagues, or shared with you.

Using the portal you have an immediate overview of all requests and their status.

Support portal

The Resco Support portal is a webpage for Resco partners and customers that allows you to review your past communication with Resco support, create new support requests, ask for information or consultations.

Accessing the portal

To access the portal:

  1. Start a web browser (list of supported browsers).
  2. Go to https://resconet.atlassian.net/servicedesk/customer/portals
  3. Log in using your user name (email address) and password.
N/A Alternatively, you can use the Contact Support link on our main website: https://www.resco.net/contact-support/. This option is currently unavailable and unlocks once Resco Support portal goes out of beta.

Signing up

Resco Support portal is only available for registered users. Before you can access the portal for the first time, you need to sign up and create a user account. Please check the Privacy Notice Product Support for the Resco Support portal.

Support portal login screen.png

Your user account can also be created automatically:

  • When you access the Resco Support portal URL
  • When you send an email message to mobilecrm@resco.net
  • When you're a participant in an email conversation sent to mobilecrm@resco.net
    (When trying to access the Resco Support portal, you must set up a password.)
  • When an existing user adds you as participant via Resco Support portal
    (When trying to access the request in the Resco Support portal, you must set up a password.)

Available functions

When you log in to the Resco Support portal, you can create a request. Requests are grouped into Partner and Customers categories, based on the type of agreement between you and Resco.

Requests and priorities

Requests are a way to start communication with Resco Product Support or a Resco Consultant.

Based on the request type, some fields are required, and some are optional. Your request can be handled faster if you provide as much information as possible.

Please let us know the urgency (How urgently does this need to be fixed) and impact (How big of an impact is the problem to you or the organization), so we can set an appropriate priority to the request. When urgency or impact is not set, we will use the default, Medium priority. The priority can be also adjusted by Resco staff, based on the symptoms or escalation via your comment on the request. Priorities used by Resco Support:

  1. Very High
  2. High
  3. Medium
  4. Low

Partner

As a partner, you can create three types of requests. In each of them, please specify the customer’s name in question in the Company name field for reference.

Support portal partner options.png

Report a system problem
In case you or your customer experiences a problem that you need to solve with our assistance, please create this type of request
Support portal - report a problem.png
Ask a question
Use this request in case you have a question about documentation, features, how to question, best practice, or any other question where you need Resco Support’s assistance.
Support portal - ask a question.png
Request consultation regarding a customer implementation project
In case you require assistance from a Resco consultant, regarding an implementation project, best practices, how to solve a request from customer, please use this option.
Support portal - request consultation.png

Customer

In case you do not use a partner’s service for Resco implementation or support, or you want to raise a request directly with us, please go to the Customer category. There you can find two request types.

Support portal customer.png

Report system problem
In case you or your customer experiences a problem that you need to solve with our assistance, please create this type of request
Support portal customer report.png
Ask a question
Use this request in case you have a question about documentation, features, how to question, best practice, or any other question where you need Resco assistance.
Support portal customer ask.png

Portal options

Support portal options.png

Once you have a request created, you can browse the list of your requests by clicking Requests. You can also edit your account/profile information.

List of requests

Support portal list of requests.png

By clicking on one of the options in the dropdown, you can choose a filter used to display requests.

  • Created by me: Requests where you are the reporter, creator of the issues
  • Name of the organization or company you are assigned to (in this case Lukas Organization): Requests that are shared with your organization
  • All: All requests that you have access to, including those, where you are added as a participant

Account/Profile

Click the portrait to access the Account/Profile menu

  • View or edit your profile, information we have and store within the Resco Support Portal
  • Log out from the Resco Support Portal

Support portal portrait.png

On the profile screen, you can change your Name and Password, Language, and Time Zone.

Note that language can change the environment’s localization, but all information in tickets, fields, and overall communication with Resco Support is held in English only.

Support portal profile.png

Request management

When you go to the list of requests (Created by me, Organization, all), you can see the requests with options to search, filter. Also, you can see details about the request itself.

Support portal requests.png

When you click the Reference (request number) or Summary, you can open details about the request. There you can see details about the ticket, the whole communication between you and the support agent.

  • You can also add comments, add additional information, attachments.
  • Use Share to add request participants from your company, partner/customer, Resco business development manager, or anyone, with whom you want to share the ticket.
  • You can turn off or on notifications that are sent to your email when the request changes

Support portal request detail.png

Available request statuses

Open
When creating a new request, it is in state Open. It means that the support agent needs to review it, ask for additional information to move it to the Accepted state.
Accepted
This state means that the request was initially reviewed and is ready to be processed.
In progress
The support agent is actively working on the request to provide answers.
More info needed
More information is needed from the reporter (who created the ticket and is actively awaiting resolution).
If we don't receive a response within 5 working days, our support agent will send a reminder and eventually complete the request a few days later.
Bug created
We were able to reproduce the issue from the request and we have logged it to developers. As soon as we receive further information about the solution, we will update the request.
Completed
Request is completed with a resolution and waiting for approval from the reporter. The reporter is requested to “Close” the request if the request is fulfilled or “Reopen request” in case there is more to solve.
Canceled
Request is out of Resco’s support scope or is a duplicate.
Closed
The reporter approved the solution, and the request is archived.

Support portal request actions.png Support portal request closed.png

Feedback

As part of the completion of the request, the reporter will receive satisfaction feedback. Please provide us with feedback, so we can get better.

Support portal rating.png

Support email

We recommend visiting the Resco Support portal to request support. However, you can continue using the support email address (mobilecrm@resco.net); it remains operational to receive requests.

Each email sent to the support email is automatically forwarded to the Resco Support portal (guide) and converted into a request on the portal. The reporter receives an email notification that the request has been created. The reporters (and also additional email recipients, if any) become request participants and receive updates about the requests. Reporter and participants can access the request using the portal to see the request’s state and to provide updates if needed. Using the portal is not mandatory, reporters or participants can reply to the notification with the request number to update a request.

Warning Do not remove the request number from the email subject.

What to include in a request

We recommend following these guidelines to ensure prompt response and resolution to your request.

Log from the application's About section

The log contains information about the mobile device, the version of the Resco app, errors, issues, and synchronization details. This information is vital for providing effective help and support. Even if there is no error shown during issue, the log can provide important information that lead to solution.

See Send log for information on how to get to the log.

Description of the issue

Provide a detailed description of the issue. Include the exact user steps how to reproduce the issue. Describe your observed behavior and also the expected behavior. Describe the use case.

Specify whether the issue occurs only for a specific user, group of users, on a specific platform (iOS, Android, Windows Store application, Windows msi application), with a certain project, privileges, or all users.

If possible, add information about any notable changes before you first observed the issue (update of operating system on the devices, update of the Resco Mobile CRM application, project change, update of the backend server, server process, permission changes, etc.).

Screenshots or video

If possible, provide a visual representation of the issue to help us understand the issue better.

Urgent issue

In case you want to report an urgent request (an issue that prevents your users from working or using the Resco technology), visit the Resco Support portal (see guide) and select the “Report a system problem” request to report such request for assistance. Do not forget to set the urgency and impact to the request.

Make sure to inform us about an issue as soon as possible. Even during internal investigation when your IT department and/or your implementation partner are investigating the issue. This way we can help steer the analysis, recommending what to focus on, troubleshooting with our know-how to help you solve the issue or mitigate its impacts in the shortest possible time.

Customer environment access request

There are issues, where we at Resco are not able to reproduce an issue, that was reported in request.

It can be caused by specific setup of the organization, its logic, project, custom app logic, environment, authentication, or the environment in general. In such cases, we can try to gather as much information about the environment, project, logic and analyze the circumstances to assist with solution.

Other option is to provide us with access to an environment, where the issue can be reproduced.

In such case, we would like to inform you about the conditions and basic principles that Resco Product support and Consultant agents will be following.

Conditions for Resco remote access

Resco Product Support accesses remotely Resco product user software environment based on the user’s request if:

  • User uses Resco products under the agreement concluded with Resco or third party (e.g. implementation partner) and Resco has obligation to provide the support to the user and
  • An issue in Resco technology was reported by the user and
  • Fixing issue outside the user’s environment is not possible or reasonable (e.g. requires inadequate resources, time or effort).

At any moment, user is obliged to comply with applicable regulations and policies, including, e.g. data protection and information security obligations and policies.

Access for agent

Please make sure that the user account and its security role, privileges, assigned to the user account, provided to Resco as access to your environment, have the following attributes:

  • Issue can be reproduced using this user account
  • The privileges are set according to the least access principle – user can only see the data required for the reproduction of the issue
  • Read-only access is often enough to reproduce the issue. If write/update access is required, please make sure it is provided only for the minimum range of entities/objects, required for the issue reproduction.
  • Credentials should be provided in a secured way. We will provide a secured SharePoint document link, where only Support agents and reporter will have access to. In this document, reporter will fill in password for the user account to access the environment. URL and user name can be inserted to the request directly
  • Once the root cause of the issue is confirmed, disable the user account access to environment (e.g., change password, disable user)

Production vs dev/test environment

When it comes to the environment, it depends on the type of environment, but you need to consider the above principles regardless of the type.

Whenever possible, use test, dev, UAT environment with non-production data to avoid and minimize any security or data breach.

In case it is not possible to reproduce the issue on previous environment, or these contain sensitive (e.g., personal or business) data, try to create an environment where the issue can be reproduced (e.g., by copying the metadata, project, without data) and create sample data or anonymized data only to reproduce the issue.

In case there is an issue on production environment, and there is no other way of reproducing the issue anywhere else (none of the above can be applied) we can be asked to access production environment. In such cases, all the principles of a non-production environment apply, plus there's some additional paperwork:

  • Request to access system backend (download).
  • The general statutory confidentiality applies to Resco employees. However, upon your request, Resco is prepared to sign NDA (download).

Support agents are trained to avoid making any changes to the environment provided and perform only the actions required to reproduce the issue.

JSBridge issues

Before contacting technical support with a problem related to Resco JavaScript Bridge, please go through this sanity checklist of the most common reasons why a script is not loaded:

  • Make sure you are using the most recent version of JSBridge.js library in your project: https://github.com/Resconet/JSBridge/blob/master/src/JSBridge.js.
  • Make sure you are referencing this file correctly from the HTML document that you are trying to load.
  • Make sure the HTML document is a valid HTML file.
  • Make sure all script references in the HTML file are using the same capitalization, e.g., that you are not referencing the file "JSBridge.js" as "jsbridge.js" (this is not correct).