Submit the issue on-line

It is important that you get enough  information to the help desk to help them resolve the issue. More information can be conveyed in writing and technicians get more done if they stay off the phone

Submit by e-mail, or in an on-line issue tracker if you are using one

Answer these questions

1. What did you try to do? Where in the system were you and what action caused the error. Please copy the web address from the browser and include

2. What did you expect to happen?

3. What happened?

4. Any error messages? If the system produced an error message, please try to copy the text and past it into your email or tracker submission. Attach screen shots if necessary

5. What time did it happen? This will help the technician when he/she reads the system logs

Maintain issue work-flow

1. When a subscriber posts an item, it'll start its flow with status 'chatting' or 'open' in the SF tracker
2. Once addressed, the developer working on it will re-assign the issue to the submitter and change its status to 'testing', or 'pending' at SF
3. This is the submitter's signal, per email, to re-test the issue. If it persists, comment and re-assign it with status 'testing' to the developer
4. If resolved, please change it status to 'resolved' and experience a few moments of feel good