This document covers how to submit problems with ServiceCEO (or bugs) to Insight Direct. Entering the Bug
When you have found a problem, open a browser and navigate to the Beta Bug Submission Page . The Bug Submission page appears. Enter all of
the following information. Version
Select the version of ServiceCEO you are running from the list box. If you are not sure what version you are running,
select Help > About in ServiceCEO. The About ServiceCEO dialog box appears. The version number appears in the
Client Software Version section. Component
Select the ServiceCEO component in which the bug occurs. Use Core for the essential functionality of ServiceCEO. Priority
Defined by the bug reporter to describe the impact of a bug upon a user. Use these guidelines when determining the
bug priority:
Emergency. Blocks you from running your business.
Important. Disrupts your business, but does not break anything.
Low Priority. Unimportant problem, or problem where a workaround is present.
Summary
Enter a concise description of the bug, detailing the bug's major issue. Description
A detailed description of the bug, containing the exact steps you used that generated the problem. You must also
enter any additional information we will need to duplicate the problem. In addition, more specific details may be
needed depending on the segment of the program on which you are reporting-see the Required Information section below
for details.
Tip:
To copy an error message from ServiceCEO into the bug, simply press CTRL + C while the error message is displayed.
Doing so will copy the error message's text to your clipboard. Next, place your cursor where you want the error
message to appear, and press CTRL + P to paste the error message from the clipboard.
When entering menu paths, please separate each menu with a space, a "greater than" sign, and another space.
For example: Select Tools > Lists> Zone Manager. Bug Example:
1. Click Reports. The Available Reports dialog box appears.
2. Click Scheduling.
3. Select the Crystal Route Sheet and click Select. The Print Options dialog box appears.
4. Click Preview. An error message appears:
---------------------------
Microsoft OLE DB Provider for ODBC Drivers Error
---------------------------
Error: -2147217900 - [Microsoft][ODBC SQL Server Driver][SQL Server]The column
prefix 'P' does not match with a table name or alias name used in the query.
---------------------------
OK
---------------------------
5. Click OK. Another error message appears:
---------------------------
Crystal Report Viewer
---------------------------
Failed to open a rowset.
Details: Failed to execute the COM interface to obtain the Recordset.
---------------------------
OK
---------------------------
6. Click OK. The Report Preview page appears with no data.
Entering Preformance Related Bugs
If during your testing you find ServiceCEO to be
extremely slow in some areas or if you are recieving SQL Time Out errors, this would be considered a preformance
related issue. When working on preformance related issue technical support needs very specific information about your
computers to be entered in the description of the bug.
The Server computer is the computer that hosts the ServiceCEO database. The information required for the Server
computer is:
- Operating System
- Processor Speed
- Amount of RAM
- SQL Server (MSDE, 2000, 2005)
A client computer is any computer running ServiceCEO that must connect, via a network, to the server in order to
access the ServiceCEO database. The information required for the client computer is:
- Operating System
- Processor Speed
- Amount of RAM
Microsoft Office
All Microsoft® Office®-related bug reports should include:
-Product Version
-Service Pack Level
-For Outlook®, whether the regular email editor or the Word® e-mail editor is being used.
Calendar / Jobs section
When entering bugs for the calendar (the third button down the Navigator bar), identify:
-If the filter is on or off
-If the filter is on, specifiy it's filter properties and if the Unavailability check box is selected or
not
-Specify what view compination you are using: Day, Week, Month with Box, List and Bar views Submitting the Bug
Once you've defined all required information, click Submit Bug Now. The bug will be submitted to Insight
Direct. |