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:
- Web browser(s) used (e.g. Firefox, Chrome)
- Is this error reproducible or intermittent?
- Product or Module specific details – see table below
Product specific 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 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 |