Recording the symptoms of the problem

Depending on the problem, whether with your tenant or your ID, you might receive a message indicating something is wrong. Always record the error message that you see. As simple as this advice sounds, error messages often contain codes that make more sense as you investigate your problem further. You might also receive multiple error messages that look similar but have subtle differences. By recording the details of each message, you can learn more about the problem.

Sources of error messages:

• Error dialog boxes
• Failure messages
• Issues that you see on the tenant

Re-creating and capturing the problem

Think back to what steps led you to this problem. Try those steps again to see whether you can easily re-create this problem. As you gather information to open a support ticket, include the following information:

• How did you notice the problem? Was anything done differently that made you notice the problem?
• Provide the crn details of your tenant on which you notice issues. To know the crn details, click your profile > About. Send the screenshot of the About page.
• Has anyone else experienced this problem or is it specific to one user? Specify the user details experiencing issues (the email address used to access Orchestrate).
• Confirm if the username having issues is newly registered or had it worked successfully before.
• If this process worked before, what changed?
• The change can refer to any type of change that was done on the tenant or by the admin team on the tenant environment recently that might have caused the issue (for example, editing or building new skills, editing a skill set or other operations).
• When you noticed the first symptom of this problem, were there other symptoms that occurred around that time?
• Specify an approximate date and time when you first noticed the issue and when it last occurred.
• What messages are generated that can indicate what the problem is? What else do you see that indicates there is a problem?
• How often does the problem occur?
• Capture any error messages you see on the screen and upload them to the support ticket.

Parent topic:

→ Support