Necessary Troubleshooting Information (English)

Owned by Joerg Christoph Mathis (Deactivated)
Last updated: Apr 17, 2020
2 min read

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 https://tabletsolutions.atlassian.net/wiki/spaces/WD/pages/1622671394 .

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

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.