Guidelines for submitting tickets

Checklist

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 Known Bugs and Limitations

Review the latest known issues and limitations to ensure the reported problem isn't a documented issue.

1. Go to: Known Bugs and Limitations
2. Check if the customer’s issue aligns with any listed bugs or limitations.

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. Look for exceptions and trace logs related to the issue.
3. Identify any configuration errors or system issues causing the failure.
4. Analyzing logs before escalating helps pinpoint the root cause and speeds up troubleshooting.

Check UI Errors and Unexpected Results

If you experience errors or unexpected results in the browser when using WorkPoint 365, review the Console for JavaScript errors and the Network tab for failed requests related to the action performed.

As we provide 3rd-level support, preliminary investigations must be conducted before reaching out. Ensure you:

• Check for console errors and note any relevant messages.
• Review failed network requests and gather response details (400, 403, 500 errors).
• Provide logs when submitting a ticket, as a simple screenshot of unexpected results is not sufficient for investigation.

Providing detailed logs upfront helps us assist you more efficiently.

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.

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. Known Bugs and Limitations
   Please go to Known Bugs and Limitations to review known issues and limitations.
5. 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.
6. Troubleshooting WorkPoint 365 event- and trace logs
   Please follow this guide Event logging – Welcome! How can we help? (workpoint.dk).