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How to get the quickest resolution to your support issue!

The purpose of this KB article is to provide a quick list of items to include in your initial support request to get the quickest resolution possible.

Include the following in your initial support case:

  1. Access Link valid for 7 days - see the following KB article on how to enable this feature - https://success.clarizen.com/hc/en-us/community/posts/208490618-How-to-grant-temporary-Clarizen-access
  2. Video recording of the issue in action - You can also use Jing (it's free): http://www.techsmith.com/download/jing/

For the most part, a video recording is enough for us to reproduce the issue and determine next steps. To insure this, make sure the video recording includes:

  1. Detailed explanation of what you're trying to accomplish. If this is not possible for whatever reason, please make sure your initial support request includes a detailed explanation in writing
  2. Sample Work-Item IDs that we can refer/search for (this is important if there are several tasks/milestones/projects with the same name...we'll need a glimpse of the work-item ID in order to locate the specific record in your Clarizen instance)

If you are unable to record a video, please make sure you include as much of the following information as possible in your initial support case to help us to isolate the problem:

  1. Access Link valid for 7 days - see the following KB article on how to enable this feature - https://success.clarizen.com/hc/en-us/community/posts/208490618-How-to-grant-temporary-Clarizen-access
  2. Detailed explanation of the problem
  3. The end goal - what are you trying to achieve?
  4. Screenshots of the issue with highlights
  5. Specific replication steps
Vanessa Michau Answered

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