Guidelines for submitting tickets

Checklist

Check for open health issues on the customers SharePoint tenant

1. Go to the Microsoft 365 Admin Center
2. Navigate to Microsoft 365 service health section.
3. Make sure there are no open issues that could be causing the problem you are experiencing.

Check WorkPoint 365 Status page

1. Go to https://status.workpoint.dk/
2. Ensure there aren’t any current issues impacting the customers solution.

Check event logs for exceptions and trace logs related to the action that is failing

1. Go to Event Logging under the Admin Panel in WorkPoint 365 on the customers solution.
2. This will help you identify any configuration errors or issues that might be occurring and help you identify the root cause.

Verify the issue in our knowledgebase before submitting the ticket

1. Verify that the issue isn’t described in our knowledgebase before submitting the ticket.

House-keeping when submitting tickets

Provide detailed information about the error. When submitting a support ticket, make sure to include a detailed description of the problem the customer is experiencing. Be specific about what action generates the error and include all error messages received. Both from the end user interface and from the WorkPoint administration event log.

Include the solution URL, customers company name, URL and entity ID where the error is observed.

Explain how to replicate the error. If you can provide steps to replicate the error, it will help the support team quickly identify the root cause and either provide a resolution or register the issue as a bug for further investigation.

Share screenshots or recordings. If possible, include screenshots or a screen recording of the error. This will help the support team visualize the problem and better understand what is happening.

Useful links

1. WorkPoint Partner Portal
   If you want to know more about Premier Support for Partners, access WorkPoint Support desk, please go to https://workpointpartners.sharepoint.com/
2. WorkPoint Knowledge-base
   Please go to Welcome! How can we help? (workpoint.dk). Here you’ll find all things related to WorkPoint products such as documentation, release notes and so forth.
3. WorkPoint 365 Status page
   Please go to https://status.workpoint.dk/Here you’ll find latest updates on system status.
4. Microsoft 365 Admin Center
   Please go to https://go.microsoft.com/fwlink/p/?linkid=2024339
   In the Admin Center, you’ll find latest updates on customers MS 365 SharePoint tenant.
5. Troubleshooting WorkPoint 365 event- and trace logs
   Please follow this guide Event logging – Welcome! How can we help? (workpoint.dk).