How to Report an issue
  • 01 Dec 2021
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How to Report an issue

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How to report an Issue
To report an Issue, please follow this link. You will be presented with a form that must be filled out in order for your issue to be tracked.

Request Type

Live, Cobrowse, Remote Support, Replay

Severity

Severity 1

A critical problem with the ScreenMeet Service in which any of the following occur: the ScreenMeet Service is down, inoperable, inaccessible, or unavailable.

Severity 2

A problem with the ScreenMeet Service in which any of the following occur: the  ScreenMeet Service is severely limited or degraded, major functions are not performing properly, the situation is causing a significant impact to Customer and its users’ operations or productivity.

Severity 3

A problem with the ScreenMeet Service where the production system or application issue is not critical: no data has been lost, and the system has not failed, but system performance affected. The issue has been identified and does not hinder normal operation, or the situation may be temporarily circumvented using an available workaround.

Severity 4

A minor or cosmetic problem in which any of the following occur: the problem is an irritant, affects non-essential functions, has minimal impact to business operations; the problem is localized or has isolated impact; the problem is an operational nuisance; the problem results in documentation errors.

Session ID
The session ID is the unique ID attached to each session. This is located within the URL of the agents browser noted in the image below, session history, or CRM case #.

Summary
A brief summary of the issue you are facing

Platform

Salesforce, ServiceNow, Zendesk, Dynamics, ScreenMeet, Other

Customer Location
Where is the customer located. Example Tokyo, Japan

Description
Please write in detail the issue that you are facing to help us troubleshoot and resolve this issue. List out the steps required to reproduce this issue and any information related to this bug.

Attachment
Any images or videos of the bug in order for us to observe it

Once the issue has been sent, you will receive an email confirmation with a ticket number to easily track the status of the bug. All communication can be done through email and an agent will get to you as quickly as possible.




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