Table of Contents

Creating Tickets – English

If something in your 3PL Dynamics environment is not working as expected, you can quickly create a support or change ticket. This page guides you through the process step by step, with links to more detailed instructions if needed.

Quick Start: How to Create a Ticket

  1. Go to page: 'Boltrics-request list' in your 3PL Dynamics environment.
  2. Click 'New request wizard' to start a new ticket.
  3. Fill in the required fields:
    • Subjet: Describe the subject of the request in 1 line.
    • Category: Select 01-SUPPORT (for things that worked before and now don't) or 02-CHANGES (for questions, new requirements or process changes), or 03-EDI (for data integration issues).
    • Subcategory: Select the most relevant subcategory for faster handling.
  4. Click 'Next' to continue.
    • Has it worked before? If not, the category field should contain 02-CHANGES.
    • Is it Reproducible? Indicate if the problem can be reproduced.
    • Example Document no. If the problem is linked to a document, enter its number.
    • In which company? Select the company where the issue occurs.
    • What is the user's role or profile? Select the profile on which the user experienced the problem, or enter the userno.
  6. Click 'Next' to continue.
  7. Content
    • When the ticket is about an error the content of a callstack must be copied in this window. How to get the call stack?
    • Explain the steps the support team member has to perform in the RAPP to reproduce the issue. Start at the role centre and descibre each page/action/filter etc.
    • Add screenshots of the pages applicable by copy/paste.
    • Mention on which document the problem did not occure.
    • Mention when the problem started (e.g., after an update to which version).
    • On performance issues mention the date/time window on which problem have occured. Check if problem is related to a single user.
    • [!TIP]For a step-by-step recording of your actions (to help support reproduce the issue), you can use Page Scripting.
  8. Add attachements files can be added if they help clarify the problem.
  9. Click 'Next' to validate your ticket. The content of your ticket will be checked if more information is required to proces the ticket this will be highlighted in the fact-box. When the content has been validated a page will be shown with the basis details of the ticket.
  10. Click on Finish to log the ticket with the support department.

What Happens Next?

After submitting, your ticket will be processed by the Boltrics support team. For more details, see Support Workflow.

More Information

Notes

  • If you cannot access 3PL Dynamics at all, check Boltrics Status for possible outages.
  • Submitting a change ticket means you agree to a 1-hour budget for analysis and, if possible, resolution. If more time is needed, you will be asked for approval.
  • For best results, always provide clear steps, relevant screenshots, and the call stack if available.
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