What information do I need to provide?

Raising an effective Service Request

The following details are essential for your Service Request:

your Aconex login name (if you don't have your login name, provide your name and the name of the organization you work for)
the name of the Aconex project you’re working on
a clear description of your query
for errors or issues, a description of what you were doing when the error displayed including (if possible) the actions or steps that lead to the error appearing.
your contact details so we can reach you (phone number and email address).

While these details are an excellent start, the more details you give us makes it easier for us to give you a speedy resolution.

Providing additional details

Here are some additional helpful details:

If you’re experiencing issues in a particular product module of Aconex, provide us with these details:

Product / Aconex Module	What to provide?
Documents	Document Number
Mail	Mail Number Correspondence ID (What's this?)
Workflows	Workflow Number Type of review step (Series or Parallel) Document Number(s) Workflow Template Name Workflow Status Set Name
Viewer	Error message in text format (but make sure you try clearing your browser cache first)
Tenders/Bids	Invitation Number Invitation Title
Supplier Documents	Supplier Document Package Number Document Number(s)
Smart Manuals	Send an error report
Project Archive	Project Archive Version Java Version
Local Copy	Local Copy Version Java Version Server Version
Single Sign-On (SSO)	Name, Email address and Login name of the user unable to login