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Hung Dinh Friend
Hung Dinh
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October 13, 2009 at 4:05 am #1444791. Essential Information.
- Site URL : Make sure that you mention the Site URL or page URL in question, in your post.
- Screenshots : Wherever required or possible add screenshots to support your question, it helps.
- Versions : Joomla version, Template version.
- 3rd Party : Brief us of any 3rd party components / modules in use
- Incubation period: When did the problem first occur? What have you done since?
1a. Check if its a bug
An often helpful technique in diagnosing whether you have a bug is to compare your template to a default Joomla! template. If the issue is present in the Joomla! default template also, then it probably is NOT a bug in our template. However, if the feature works in the default Joomla! Templates, but not in ours, then we want to know about it quickly so that we may make the necessary modifications! The same holds true for 3rd party extensions.
2. Support workflow.
Around the clock, JoomlArt forums are scanned by our support staff, to provide answers to new issues or replies in threads. For some of the issues our support staff will require your site URL, Admin and/or FTP access, so that they can better analyze and fix the problem. In such cases, staff / mod should be provided with login info for a speedy solution. It is much faster for them to diagnose the issue and fix the problem this way, than to simply guess by looking at screenshots.3. Submitting your site login details in the Forum thread.
This is recommended step, while raising support thread in the forum, follow these steps :
- Start a New thread & Click on “Yes” for Moderator Help.
- Enter your Site login details in the special boxes[/URL].
To update existing thread :
4. Submitting your site login details in the ticket
Do this only if the Support Staff asks and provides you Support Ticket ID.Go to http://support.joomlart.com.
Check the following screenshot to update your support ticket.
On submission the ticket will be followed up next morning and answers given in the forum.
4. Raise a Support Ticket.
- Raise a support ticket, incase your post in forum is unanswered for over 24 hrs. Make sure to add your Forum thread URL in these cases. You will be answered in the forums.
5. Be precise about the problem being faced.- Restrict to one question per thread, so that the thread stays on topic and conclude on some result.
- Do not mix custom development requests / wishlists along with your problem. Make a separate thread for the same.
6. Re-request.
- If any of the Mods / helpers have asked for additional information, please provide the same and also send a PM to him / her, so that he knows of the update and help you on your problem.
7. Stay on Topic- It helps in following or assessing the progress of any thread. Too many offtopic posts in any thread diminishes the importance of problem in question.
- Avoid hijacking others threads with offtopic comments or unrelated suggestions.
8. Patience
- Especially on weekends. :p. Its generally beer time for us.
Support timing :
Mon – Fri 8.00 am – 5.00 PM GMT
9. FAQ’s :
What if i send the login details via forum PM (private message)?
Do not do it unless asked by the support staff. If the staff is on holidays, then your issue will stay pending unless you provide the same detail to other staff.What if i directly submit ticket?
Ticket support is secondary to forum support and more like a workarea for forums.
Ticket system should be used only for General info, sales / presales or account / business related queries only.
If you submit a ticket directly, you will miss the community input, which is available in the forums, for minor issues, we ask the users to post it back in the forums, so its a double work for you.10. What is Supported?
- Top priority is given to bug fixes and support questions relating to usage of our products.
- All minor customizations (within the template scope) are supported.
- Major customizations are discretion of Support Staff, if he / she has time, it will be supported willingly.
- You may even be asked to hire professional help for such work, as its beyond the scope of support to provide major customization service requiring rewriting of codes / css.
262 users say Thank You to Hung Dinh for this useful post
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Arvind Chauhan Moderator
Arvind Chauhan
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October 13, 2009 at 7:26 am #320349Cant agree more, if members provide us with such information, we may be able to provide answers more efficiently, as just reading the problem doesnot provide us with sufficient info required to give it a try.
at the same time, we can not follow up on questions which have little or no information in them. Most of the time we end up asking for url of the site and by the time url is provided we are offline.
Arvind
13 users say Thank You to Arvind Chauhan for this useful post
instantinlaw Friend
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multipiani Friend
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efe27 Friend
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santoshalom Friend
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skyrfox Friend
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October 15, 2009 at 1:36 pm #320581thanks very good help
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mfcphil Friend
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October 15, 2009 at 2:41 pm #320590<em>@efe27 148922 wrote:</em><blockquote>cok tesekkürler</blockquote>
I really hope thats translates to Thank you very much! 🙂
October 15, 2009 at 5:55 pm #320610thanks for the information
October 15, 2009 at 9:49 pm #320631thanks .
this is a chance to minimize support time.October 15, 2009 at 10:00 pm #320634ok I agree
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