Guide for Submitting Support Tickets to SSB

Not all steps listed below will be applicable to every ticket, but providing this information can help speed up our troubleshooting process and ensure that we are able to solve support requests in the most timely manner possible.

Summary: Use a clear, concise summary line. Ideally, include your (the client’s) name in the subject.

• Example: SSB - Sales Missing from Event 123ABC

Description: Provide a brief overview of the issue along with the following:

• Provide specific examples of data discrepancies you find and confirm if you believe this is an isolated issue or more widespread.

  • For example, if you see that a CRM record’s account ID has changed and you wouldn’t expect it to, let us know the name of the account AND the associated account ID. Also, please let us know if you believe that this is an isolated incident or that you’re seeing it elsewhere, but just giving a single example to examine.

  • A good, simple example would look like this:

Hi SSB, This morning, one of our reps reported that Joe Smith (account ID 1234) no longer has his account ID populated in CRM. Can you please investigate what may have changed? I haven’t gotten any reports of this issue with any other accounts and we know that the change happened today.

• List any troubleshooting steps you have already taken.

  • For example, if you notice that there are transactions missing from FactTicketSales, have you checked TM_Ticket to see if you have this data? If there is a Discovery issue, have you cleared the cache? The more information you can provide about what you were able to already figure out, the more quickly we can identify the root issue and subsequent cause.

Issue Start Date: Specify, to the best of your ability, when the issue started to occur.

• For some issues (ex. Discovery is being slow for everyone in your organization at the start of the day), the issue may have started in relative real-time. For many issues (ex. We’re missing transactions in FactTicketSales for a specific event), there is likely a time period from which the issue started.

Steps to Recreate: Copy and paste any SQL queries you are using (as opposed to a screenshot of where we are unable to copy it directly). Any other details such as the location of the portal or how you have been able to identify the issue will assist us.

Attachments: Provide separate screenshots or files for any data discrepancies and/or errors. If possible, also provide screenshots between the data and the source system it came from.

• Data Discrepancies:

  • An Archtics related example may look like this - “Hi SSB, We updated Joe Smith’s account (account ID 1234) in Archtics yesterday to change his email from joesmith@gmail.com to joesmith@yahoo.com but CRM didn’t update.”

  • In this example, we would like to see screenshots of both CRM and Archtics (the source system) showing the discrepancy. You can also send a screenshot of any query results if you’re comparing to the database rather than CRM (as well as the query in the SQL Queries Used field above).

Open

Open

• Discovery Errors:

  • Provide a full screenshot of any error messages you run into.

  • If it’s a Discovery error, press F12 and provide the console error (see screenshot below)

• SQL Server Errors:

  • If it’s an issue with connecting to SQL Server, please provide the full error that you are seeing along with confirming you are connecting to a specific DB as well as Server.

• Data Uploader or Campaign Tool Errors:

  • Attach any files you are using if you have an issue with the Data Uploader or Campaign Tool.

Request Participants: Once the ticket is submitted, you will be able to share the ticket (CC) with other participants in your organization. Only include participants from your (the client’s) organization as all needed SSB parties will be automatically added to the support ticket. If you have individuals that should be added to your organization’s tickets automatically, please submit a ticket and we can adjust automation.

• The only exception to this rule is if an SSB employee specifically requests to be included on a certain support request.