Important

When reporting any issue to ServicePower support it is essential to include

ALL logfiles for the server (14.1 Core Processes, 14.1 Application Logfiles)
a database dump from as near to the time of the issue as possible.

It is important that complete logfiles are captured - partial logfiles (those edited to remove all but a pertinent thread of logging) may not provide enough information for the ServicePower Support team to be able to investigate further.

Remember that the overnight tidying process may mean that only a certain number of days of logs will be kept, so it may be worth backing these files up into a safe location immediately problems are reported.

Additionally, the following should be considered:

Is there a recovery file?

The failing process will have produced a recovery file. This file should also be included.

Is the error reported by an end user of one of the client processes?

If so, then the appropriate client log files must be captured, plus

Collect further information from the user

Which application were they using

What part of the application were they using

An exact time the problem occurred (please include the time zone as log file timestamps are often in a different time zone to the user that reports the problem)

In particular, what were they doing? Depending on what it relates to, other information is very useful.

Jobs - job reference, postcode/zip code, technician job assigned to, date and time of job, Responsibility Unit

Technician – Team, Responsibility Unit, any changes made to the technician’s details within the last 24 hours

Is this the first time they have seen the problem?

Can they repeat the problem?

Do other users have the same problem?

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