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Providing files for a support ticket

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Providing a logfile and configuration files from ERP-Scale can help us to resolve the issue quickly.

After creating a support ticket, please consider adding the following files:

  1. A log file from ERP-Scale demonstrating the issue. Please crop the file to show the log messages around the time the issue occurred (minimum 5 minutes of logging).
  2. A backup file of the configuration from ERP-Scale.
You can create a password protected ZIP of the files to protect any sensitive information. Add the ZIP password to the Ticket Credentials.

To upload the files, use the View Ticket link from the ticket confirmation email. If you have registered a support account, you can access your tickets here.

Your support account login is separate from your Pocket Programs Licence Portal login

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