Service Desk
To request WorkHeld Support, please use our Service Desk and create a request in one of the following categories:
Service Request | Do you need assistance with the configuration of WorkHeld or would you like us to make changes to the existing configuration? |
Problem | Does WorkHeld not work as you expect it to or does an error occur? To help us solve your problem as fast as possible, please read the necessary troubleshooting information. |
Feature Request | You have an idea how WorkHeld would be even more useful? Make us a proposal. |
Necessary Troubleshooting Information
To enable us to process your problem as quickly as possible, we need the following information:
Error Description
Describe the problem that has occurred in as much detail as possible. In order to help you quickly, we need the following information:
What is the problem?
What must be done to reproduce the problem?
What error message is displayed when the problem occurs?
When exactly did the problem occur and for which user? (Date, exact time and user name)
The quickest way for us to solve your problem is to be able to reproduce it ourselves.
Screenshots
Screenshots of the problem as well as the error message help us to understand and solve the problem quickly!
WorkHeld Version (WorkHeld Mobile App)
If you are having problems with the WorkHeld Mobile App, we need to know what version of the software is installed. To find out the currently installed WorkHeld Mobile App installation, click on your avatar image in the upper right corner and then on Settings (Gear Icon). Under the tab "About WorkHeld" you will find the version number. Please note that an update of the WorkHeld Mobile app might already solve the problem if you don't have the latest version installed.
Informationen zum Update der WorkHeld Version finden Sie hier.
Browser (WorkHeld Web App)
If you are having problems with the WorkHeld Web App, we need to know which browser you are using. Please note to the list of WorkHeld System Requirements (English) .
Diagnostic Data(WorkHeld Mobile App)
If the WorkHeld Mobile App is experiencing problems, you can send us diagnostic data. To do this, click on your avatar image in the upper left corner of the WorkHeld Mobile App and then on Settings (Gearwheel Icon). Under the tab "Info about WorkHeld" you will find the button SEND DATA FOR ERROR DIAGNOSIS.
Urgency
Urgency | Description |
|---|---|
Emergency | The defect affects critical functionality or critical data and affects all or most users. There is no remedy and working with WorkHeld is not possible due to the defect. |
High | The defect concerns important functions or important data. Several users are affected. There is a workaround, but it is not obvious and difficult. |
Medium | The defect concerns important functions or important data. There is a workaround. |
Normal | The defect affects smaller functions or non-critical data. It can be easily bypassed. |
Low | The defect has no effect on the functionality or the data. Not even a workaround is required. It has no effect on productivity or efficiency. It is merely an inconvenience. |
WorkHeld Mobile App Installation and Update
You can install the WorkHeld Mobile App from the Microsoft Store. To do so, click on this link or open the Microsoft Store on your computer and search for "WorkHeld".
To ensure that you have the latest version of the WorkHeld Mobile app installed, open the Microsoft Store. Click ●●● in the upper right corner and select "Downloads and Updates".
Then click on the "Get Updates" button in the top right-hand corner so that all available updates are displayed in the list.
You now have the option of using the "Update All" button to install all available updates or to update individual programs by clicking on the small download icon next to the respective program.