Requesting support

Owned by Pavel Kunc
Last updated: Jan 25, 2024 by Melanie WhyteVersion comment
3 min read

The best way how to contact Practique team is via Practique Service Desk (PSD). You can use PSD to request any kind of support it does not necessarily need to be to report bug or issue. Practique team is notified when you request support via PSD and will respond within the SLA period or earlier.

It is much better to request support via PSD rather then e-mail because while you're e-mailing one one person who can be on holiday, submitting issue to PSD will reach whole team.

Practique service desk is accessible to all Practique customers and Release notes will reference PSD tickets from different customers.

You should never share you any information you consider confidential using PSD.

Practique team does not publish any confidential information within PSD.

Suitable types of requests for PSD

  • Bug reports and software issues
    • something does work as expected
    • it is not possible install application onto device
  • Help and information requests
    • how-to questions, general questions related to Practique & exams
  • Maintenance notifications
    • shall your IT perform maintenance on servers, devices, etc...
  • Requests to upgrade/deploy new versions of Practique
    • you've tested new version and want it to be published on production server
  • Configuration change requests
    • You need to update / change configuration on your instance of Practique
  • Feature requests
    • You found something Practique does not do and would like it to be considered for future development

Not suitable types of requests for PSD

  • Commercial related communication
    • Contact our sales / project management team directly
  • Confidential information
    • Requests for access or sharing user names, passwords and other private information will not be accepted via PSD

How to write good problem report

Title - required

The ideal problem title is clear, concise, and informative. The title should include:

  • Build or version of the software or OS on which the problem occurred
  • Verb describing the action that occurred
  • Explanation of the situation that was happening at the time the problem occurred

When creating a title, we also recommend the following guidelines:

  • Be objective and clear; refrain from using colloquialisms/slang
  • Include keywords or numbers from any error messages you may be receiving
  • Avoid using vague language such as “failed,” “useless,” “crashed,” etc.

BAD: Application Crashed

GOOD: Application crashed when I tried to fill in OSCE mark sheet 

Summary - required

Recap the problem title and be explicit in providing more descriptive summary information:

  • Describe what happened, what you were doing when it happened, and why you think it is a problem
  • If applicable, provide screenshot, sample link, etc.
  • If you receive an error message, provide the content of the error message or an approximation of it
  • Provide specifics and refrain from using vague language or colloquialisms
  • Instead of using descriptive words or phrases when something “looks bad”, “has issues”, “is odd”, “is wrong”, “is acting up”, or “is failing”, be concise and describe how something is looking or acting, why you believe there is a problem, and provide any error messages that support the problem you are reporting.

BAD: I can not enter marks into OSCE mark sheet

GOOD: When my iPad is online I can not enter marks for current round into the OSCE mark sheet because it appears to be disabled. There is red bar at the top of the screen saying XY.

Component (Server / iPad application) - required

Indicate which component is problem you're reporting related to. In Practique you can use following components:

  • Backend
  • iPad

Version (Server / iPad application) - required

Provide the version of either the Practique Server or Practique for iPad (e.g., Version: 4.1.2) you're having problems with.

To obtain this information for

  • Practique Server login to your Practique server and version is available in top right corner
  • Practique for iPad open the application and in the bottom right corner is (info) which opens Application information where you can find Version and Build information.

iOS version (in case you're reporting problem for Practique for iPad) - required

To obtain this information on an iOS device, go to Settings> General> About> Version.

Steps to reproduce

Describe the step-by-step process required to reproduce the issue you are reporting. Be specific when describing these steps by providing as much detail as possible.

It's better to include too much information rather than not enough information, which will help minimise the amount of back and forth communication between you and our team.

Expected Results

Describe what you expected to happen when executing the steps to reproduce.

This information in connection with Steps to reproduce is used by out team to validate the that we have resolved the issue as well as by your team to verify that we have fixed the issue.

When I navigate to the mark sheet I want to be able to use marksheet despite the resources are still downloading or failed to download also when download is in progress I want to see progress of the download so that I can estimate when it will finish.