Workheld Support and Documentation (EN)
- Christine Geier
- Joerg Christoph Mathis (Deactivated)
Service Desk
To request WorkHeld Support, please use our Service Desk and create a request in one of the following categories:
 | Do you need assistance with the configuration of Workheld or would you like us to make changes to the existing configuration? |
 | 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. |
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 Appa)
If you are having problems with the Workheld Mobile Apps, we need to know what version of the software is installed. To find out the currently installed Workheld Flow 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. To find out the currently installed Workheld Call Mobile App installation, click on “… User” in the menu at the bottom. Under "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.
Details on updating your Workheld Mobile App can be found here.
Browser (Workheld Flow 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 (EN) .
Diagnostic Data (Workheld Flow Mobile App)
If the Workheld Flow 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 Flow 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. |