When you report an issue to Axsy, please provide as much of the following information that is relevant to your issue to enable us to assist you further.
Axsy provides Level 2 support to Level 1 teams only. Please do not connect us with your end-users directly.
Before Contacting Axsy
Please see this article for guidance on pre-production testing: Environments for User Acceptenace Testing or Pre-Production Testing
Ensure you have looked at our Troubleshooting page to resolve the issue.
For issues encountered in production, you should reproduce the issue in your sandbox environment before contacting Axsy for Level 2 support.
If the issue can not be reproduced in your sandbox box environment, please reproduce the issue in your production environment.
For complex issues, Axsy may require access to your sandbox environment to investigate issues further. Please be prepared to provide Axsy access to your sandbox environment and set up the environment to enable Axsy to investigate further. Please use the information below as a template when you log your ticket with us:
Axsy Mobile App Details
Mobile app version(s).
Mobile Device Details
Mobile device OS version(s).
Mobile device model(s) (e.g., iPad 7th Gen, etc.)
Axsy Managed Packages
Managed Package version(s) (e.g. Salesforce Field Service powered by Axsy - Version Number 1.54).
Salesforce Org Details
Is the issue a pre-production or production (live) issue?
Is this an intermittent issue / does the issue occur every time?
Does the issue affect a single user / a number of users / all users?
Description of the issue
Provide as much detail as you can to describe the issue, including steps to reproduce.
For Axsy Mobile App issues
Screen-shots of error messages.
Details of the Pending Changes queue:
Is the Pending Changes queue empty?
Are there any error messages in the Pending Changes queue? Please take a screenshot of these.