What information needs to be enter to a Service Request [Ticket] for eCopy ShareScan?
When opening a Service Request please provide the following information:
- Product Name and Version
- Serial Number or Product Key of ShareScan (Software and/or Hardware)
- Operating System and Version
- Changes in the environment since the problem began
- Steps to recreate the issue
- Export ShareScan trace file
- Export eCopy ShareScan configuration files
- Date & Time of last occurrence
- Devices Impacted including Make/Model
- Steps taken to resolve the issue
The attached document contains some steps to help collect the information needed to troubleshoot issues.