Laserfiche WebLink
PERFORMANCE -RELATED ISSUES: <br />In terms of performance related issues, we will only research an issue once it has been <br />proven by the customer that the issue is not at all related to the customer's internal network. <br />Assuming the performance encountered is not a customer network issue, please include the following information <br />when submitting a ticket: <br />Is enCuesta slow for everyone or just one person? <br />a) If for everyone: <br />i. Is a Cognos report or reports running and/or what time was the last Cognos report kicked -off? <br />ii. Have you verified internally that there has not been recent firewall or network changes? <br />b) If for one person: <br />i. User's login information <br />ii. What he/she was doing exactly prior to and when the performance issues occurred (this includes if he/she <br />was doing something on the internet or if they were running any other applications) <br />iii. How many sessions does the user have open? <br />Is the issue just impacting the Call Center or all locations (if utility has locations)? <br />EXISTING ISSUES: <br />If the customer is looking for the status of an existing issue, please refer to the online help desk for an update. <br />Customers can also contact the Support Desk to request an update. Please refrain from calling the client support <br />team member directly. <br />CLOSING ISSUES: <br />Customers are responsible for reviewing and closing issues via Online Help Desk. When tickets have been resolved <br />or code fixes moved to production, the ticket should be closed. <br />