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Create a Drawloop DocGen Support case

Topic

This article will go through best practices when creating a Drawloop DocGen support case. Whether it be through Customer Central or by emailing in, these are some best practices to help get timely solutions.

Instructions

Creating a case through Customer Central
  1. Login to your customer central site
  2. Navigate to "Cases" on the left pane
  3. Select "Create Case"
  4. Subject will be a brief description of your case
  5. Select a fitting Category
  6.  Select Severity (please see Additional Information with notes on how to determine severity)
  7. Platform will almost always be "Salesforce" 
  8. Product - "Document Generation"
  9. After doing this, additional boxes will appear.
  10. In Org Information box - provide the Org Id where the error is seen. For safe testing, we ask you try to replicate the issue in a Sandbox and provide the Sandbox Org Id
  11. Error ID box will a string of characters like this "93b5d397-4543-44ad-a938-51fde016e3f1".
    • The will be a User message received along with the alphanumeric string reference above. For best self help, research the User Message you receive. Navigate to our Community Page  and paste the message you get in the search box. 
  12. Replication Steps box - Please provide specific replication steps. Example is a below template where what is bolded would be customer specific:
    • Login as User Jane Doe
    • Navigate to record called "Record Title here" (Preferably a test record). Please provide a URL link as well.
    • Select "Run DocGen Package" button
    • Select DocGen Package "Generate Quote"
    • Select Delivery Option "Download"
    • Select Run 
    • Expected results - Document generates and attaches back to record
    • Actual result - receive error "A downloaded report has missing or invalid data. Please check your button and report configuration: Please contact Support with error Id: 93b5d397-4543-44ad-a938-51fde016e3f1"
  13. Description - Please provide a brief description of what you are trying to accomplish and why. If there is urgency, please provide why there is urgency. Please also provide:
    • Confirmation access into your Org was granted so support can replicate the issue (1 month access preferred)
    • Link to Document Package
    • Links to test record
    • Permission to Clone Document/ Document Package/ Record for testing
    • Is the issue seen in Lightning and Classic?
    • Is this new configuration or did it all of the sudden stop working? If all of the sudden, please provide date and time. Please let us know if any changes were made prior to contacting support.
  14. Add any additional people in the last box to CC in the case
  15. Submit
Creating a case by emailing Support@nintex.com
  1. Subject of the email will be a brief description of your issue. Adding Keywords like "Salesforce", "Drawlooop", or "DocGen" will be helpful
  2. Please provide the following in the body of your email - Please note, For best self help, research the User Message you receive. Navigate to our Community Page  and paste the message you get in the search box. 
    • Org Id (Sandbox preferred if issue is replicatable there)
    • Login access (1 month is preferred)
    • Link to Document Package
    • Link to Test Record 
    • Detailed Replication steps
    • Permission to Clone Document/ Document Package/ Record for testing
    • Error Id
    • Is the issue seen in Lightning and Classic?
    • Is this new configuration or did it all of the sudden stop working? If all of the sudden, please provide date and time. Please let us know if any changes were made prior to contacting support.

Additional Information

If you are using custom Apex code, please note the issue could be beyond the scope of support for the Support team. If there is an issue with how your code is written, they will not be able to rewrite it for you. Depending on the specifics of the use case, it may be more efficient to use existing Document Generation functionality. 
Additional information for Apex code related cases:
  • Link to the Apex class in question 
  • How to run your Apex class 
  • What is the purpose of using this Apex class? 
  • What objects are affected by this Apex class? 
  • What classes are you using to call our service? 
  • What DocGen Package are you using for your Apex class? 
Notes on Severity when creating a case:
  • "Critical" means you are unable to Generate any documents in your Production org
  • "Urgent" means you have an important Document Package that is experiencing issues and you need a fix as soon as possible
  • "Not Urgent" and "Inquiry" mean the issue is not mission critical however you'd like a solution in a timely manner

Related Links

Grant Subscriber Access to Nintex Support:
https://youtu.be/qbEhkDhvcXM

Locate Org Id:
https://youtu.be/D0OvumLz4fU

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Version history
Revision #:
10 of 14
Last update:
3 weeks ago
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