Troubleshooting
A general methodology for investigating issues with 1E Virtual Assistant, as well as identifying key issues and their resolutions.
On this page | In this section |
Known issuesLists of the current known issues for implementing, configuring and using 1E Virtual Assistant General IssuesTroubleshooting common issues that you may be having with 1E Virtual Assistant. |
1E Support contact details
Support Web portal
Maintenance support customers can log onto the 1E Support Web Portal at http://1eportal.force.com using the login details provided with their maintenance contract. This provides issue tracking, product hotfixes, and knowledge base articles related to each product.
Telephone support
Maintenance support customers can contact the technical support department at 1E through the following support numbers for the US and UK. Just phone the relevant number for your area and use the support code provided with your maintenance contract to get your call routed quickly and efficiently to the correct support group:
US: 1-866-349-4032
UK: 0208 326 3499
Email support
Maintenance customers can use the following email for additional support. Evaluation customers can also use this email with the temporary access code that is provided through customercare@1e.com as part of their evaluation.
The technical support process
Read through the issue pages in the 1E Virtual Assistant Troubleshooting section to see if there are any quick resolutions to any problems you may have encountered. After that, if you are still encountering problems, you should create a technical report and then contact the 1E technical support team.
The process of getting the issue to 1E support should be as follows:
Gather all the information relevant to the issue and create a technical report, see heading below.
Maintenance customers contact 1E via the online support portal, using the log-in provided at purchase.
Maintenance customers follow up with emails using their case support number and evaluators contact 1E via the following email address: support@1e.com.
Additional follow up via phone to the technical support department at 1E at the following numbers for the US and UK Just phone the relevant number for your area and use your case number and support access code to get your call routed quickly and efficiently to the correct support group:
US: 1-866-349-4032
UK: 0208 326 3499
Creating a technical report
To help determine the cause of technical problems 1E Virtual Assistant logs information in the ServiceNow log table. You can get to this in ServiceNow by navigating to the log tab in the 1E Virtual Assistant app or by searching for syslog.list.
The technical report should also contain the following information:
Version number of 1E Virtual Assistant
The version number and patch level of the ServiceNow instance that 1E Virtual Assistant is installed on
The version number and patch level of the Tachyon Server integrated with your ServiceNow instance.
You should then email the details of the problem encountered along with the above information to support@1e.com and a technical consultant will contact you to help find a suitable solution.