Ticketing system

Our Support Platform uses a ticketing system that turns customer or internal requests into trackable "tickets", centralizing management. It allows for efficient tracking, prioritization, and assignment of issues, while automating tasks and enabling seamless collaboration among the Support team with other internal teams. This streamlines communication and provides valuable insights through reporting, ultimately boosting satisfaction and operational efficiency.

Help us help you

Our singular focus at Neptune Software is to empower business users and IT departments to achieve impactful business outcomes. As enterprise developers ourselves, we have designed Neptune DXP with the understanding of what is required to build robust, scalable, and intuitive business solutions. It is truly a specialized craft.

Mistakes are a natural part of any learning process. In software development, this translates to how effectively we address unforeseen issues, persistent bugs, and even critical production incidents.

The principle is simple: "The quality of the output is directly dependent on the quality of the input."

An incomplete support ticket inevitably leads to frustrating exchanges and delays in pinpointing the core issue, ultimately slowing down the solution. Therefore, submitting a carefully detailed support ticket is the most direct route to a resolution.

Qualities of a good support ticket

To ensure the quickest and most effective resolution, let us focus on making each ticket a powerful tool for problem-solving. By following these guidelines, you help streamline the process and accelerate our progress.

When you create a ticket, aim for:

  • Clarity and focus: Make your ticket concise and directly to the point. Think of it as a precise statement of the issue, not a detailed narrative. This helps us grasp the core problem instantly.

  • Singular focus: Each ticket should address one, and only one, specific problem. Even if issues seem related, separating them into individual tickets allows for clearer tracking and more efficient resolution paths. This ensures each concern gets the dedicated attention it deserves, leading to faster fixes.

  • Reproducible steps: Provide a clear, step-by-step guide on how to consistently reproduce the problem. This is invaluable! When we can reliably replicate the issue, it significantly speeds up our ability to diagnose and fix it.

    Ensure to include screenshots or video of your problem, if necessary.

  • Consistency confirmation: If possible, try to confirm the problem across different environments (like various browsers, operating systems, or devices). Knowing if the issue is widespread or specific helps us pinpoint the root cause more quickly and efficiently.

By focusing on these key aspects, your tickets become incredibly effective, enabling us to deliver solutions more rapidly and smoothly.

Troubleshooting tips

If you have technical skills, here are some generic questions that you can ask yourself and help the Support team help you:

  • Do I have any console errors?

  • Do I recognize where the console errors come from?

  • Do I have any network errors?

  • Do I recognize where the network errors come from?

  • Can I find the same error in the Support Solutions?

  • Can I find the same error in the Neptune Community?

  • Do I recognize why it is happening (debugging the application)?

  • Did I use an incognito browser tab to ensure that no stored cache is causing a conflict?

  • Can I replicate the issue with all default Neptune DXP Cockpit features (Tile, Tile Group, Launchpad, Mobile Client, authentication method, etc.)?

  • Can I reproduce the issue in a simple sample app (Isolating the issue from other potential causes)?

  • When did the error start to happen?

    • After an upgrade?

    • After a change in the code?

  • Is the error also happening in other environments?

    • Example: The error occurs in QAS but not in DEV.

  • Can I pinpoint the issue by reconstructing the Neptune DXP Cockpit feature until it is equal to what is expected?

  • Do I use any enhancements?

    • This can cause conflicts with the expected behavior or throw unexpected errors.

  • Do I use any extra CSS?

    • This can cause conflicts with the expected look.

  • Does this problem happen on other browsers?

  • Is the desktop that I am using the only device where the problem is happening (device-relative)?

  • Is the mobile device that I am using the only device where the problem is happening (device-relative)?

  • Am I using the Mobile Client Preview option from the Cockpit (Neptune DXP - SAP Edition only)?

  • Does this problem also happen on other mobile device operating systems/versions (iOS, Android, Windows)?

    • Example: The problem can happen on iOS 18, but not on iOS 17.

  • Am I using the latest Neptune DXP version?

    • The problem could have already been fixed.

  • Am I using the latest UI5 version?

    • The problem could have already been fixed.

When you start writing your ticket, related knowledge base articles will be automatically recommended.

To help us resolve your issue as quickly and efficiently as possible, consider including comprehensive details when you write your ticket.

The more information you provide, the greater the likelihood that your issue can be matched with a relevant knowledge base article. These articles often contain solutions or workarounds that could address your problem immediately, saving you time and getting you back on track sooner.

By adding thorough details, you’re actively contributing to a faster resolution for yourself!

Next steps