Table of Contents

Creating a Support or Change Ticket

This page explains how to submit a ticket to the Boltrics support team. Whether you are reporting an incident, requesting a change, or raising an integration issue, following this process ensures your ticket is handled quickly and efficiently.

Tip

If you cannot access 3PL Dynamics at all, check Boltrics Status for known outages before creating a ticket.

Ticket Categories

Choose the right category before you start — this determines how your ticket is routed and handled.

Category Code Use when…
Support 01-SUPPORT Something worked before and is now broken or behaving incorrectly.
Changes 02-CHANGES You have a new requirement, a question, or a request for a process change.
EDI / Integration 03-EDI A data integration or message exchange issue has occurred.
Important

For 02-CHANGES tickets, a 1-hour analysis budget is agreed upon by default. If more time is required, you will be asked for approval before work continues.

Ticket Creation Flow

The diagram below shows the end-to-end process for creating a ticket.

flowchart TD
    A([Start]) --> B{What type of request?}

    B -->|Something stopped working| C["Category: 01-SUPPORT"]
    B -->|New requirement or change| D["Category: 02-CHANGES"]
    B -->|Integration / data issue| E["Category: 03-EDI"]

    C --> F["Step 1 — Basic info<br/>Subject<br/>Category<br/>Subcategory"]
    D --> F
    E --> F

    F --> G["Step 2 — Context<br/>Has it worked before?<br/>Reproducible?<br/>Document no.<br/>Company<br/>User profile"]

    G --> H["Step 3 — Content<br/>Call stack<br/>Steps to reproduce<br/>Screenshots<br/>Version info"]

    H --> I["Step 4 — Attachments<br/>Add files if they help clarify the issue"]

    I --> J["Step 5 — Validate & submit<br/>Review fact-box warnings, then click Finish"]

    J --> K([Ticket logged with Boltrics Support])

Step-by-Step Instructions

Step 1 — Open the New Request Wizard

  1. In your 3PL Dynamics environment, go to the Boltrics-request list page.
  2. Click New request wizard to start a new ticket.
  3. Fill in the required fields:
    • Subject: Provide a clear, one-line description of the request.
    • Category: Select the appropriate category (see Ticket Categories above).
    • Subcategory: Select the most relevant subcategory to ensure faster routing and handling.
  4. Click Next to continue.

Step 2 — Provide Context

Answer the following questions to help the support team understand the situation:

Field Guidance
Has it worked before? If no, the category should be 02-CHANGES, not 01-SUPPORT.
Is it reproducible? Indicate whether the problem can be consistently reproduced.
Example document no. If the issue is linked to a specific document, enter its number.
In which company? Select the company environment where the issue occurs.
User role / profile Select the user profile or enter the user number of the affected user.

Click Next to continue.

Step 3 — Describe the Content

This is the most important step. Provide as much detail as possible:

  • For errors: Copy and paste the full call stack into the content field. How to get the call stack?
  • Steps to reproduce: Start from the Role Centre and describe every page, action, and filter applied, so that the support team can reproduce the issue in the RAPP environment.
  • Screenshots: Add screenshots of the relevant pages using copy/paste.
  • Reference documents: Mention any document numbers where the problem did not occur, for comparison.
  • When did it start? Mention the approximate date and, if applicable, the version to which an update was applied.
  • Performance issues: Include the date and time window when the problem occurred and whether it is limited to a single user. For detailed performance diagnostics, use the Performance Profiler to record the affected process.
Tip

Use Page Scripting to record a step-by-step walkthrough of your scenario. This makes it significantly easier for the support team to reproduce the issue.

Step 4 — Add Attachments

Attach any files (exports, logs, screenshots) that help clarify the issue. This step is optional but recommended for complex problems.

Step 5 — Validate and Submit

Click Next to validate your ticket. The system will check whether sufficient information has been provided. Any missing or incomplete fields are highlighted in the fact-box.

Once the content is validated, a summary page is shown with the key details of your ticket.

Click Finish to submit the ticket to the Boltrics support department.

What Happens Next?

After submission, the Boltrics support team will pick up your ticket and process it according to the agreed service levels. For an overview of ticket statuses and the support workflow, see Support Workflow.

Module-Specific Guidance

Depending on the module involved, additional information may be required — especially for 02-CHANGES tickets that involve new functionality or process changes.

Module Additional requirements
Warehousing (WMS) (Link to WMS-specific ticket guidance — coming soon)
Transport (TMS) (Link to TMS-specific ticket guidance — coming soon)
Forwarding (FMS) (Link to FMS-specific ticket guidance — coming soon)
Integration / EDI Integration setup or change · Troubleshooting an existing integration
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