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Situation:
Find below two example situations, which affect the assistance provided by DocuWare Support greatly.

A) My DocuWare Export configuration does not work, how I expect it. The generated CSV has missing information or the receiving / processing application can not work with the data.
B) DocuWare Export App or the "Export Data" page in the browser provides an unexpected behaviour. I can not proceed to use the function. 
 
 
Solution:
Following above example situations, you will find some information / details on how DocuWare Support can assist you with your inquiry.

Situation A):
Please have a look at the following articles, those may already provide some answers:
In situations, where you have functional questions regarding DocuWare Export, please keep the following in mind:
  1. DocuWare Support does not know your system in detail, please describe the exchange / process between DocuWare and the third-party application
  2. If still available, add the created CSV file to the support request
  3. Upload the DocuWare Export configuration ("Download" button in the overlay) and file-cabinet XML structure  /knowledgebase/article/KBA-36594
    1. The provided information enables us to check the configuration and potentially re-create your behaviour
  4. When using DocuWare Export Desktop App, please add the following file to the support request C:\ProgramData\DocuWare\Logs\Export.log
  5. Please describe if the DocuWare Export has previously been able to generate the required results
  6. Validate if past modifications in your DocuWare system may have affected the generation of the CSV (e.g. File-Cabinet changes)
  7. Check with the receiving application if something has changed in their requirements

Please note, DocuWare Supports focus and competence lies within the assistance on technical challenges with the DocuWare product.
Should you require adaptions to DocuWare Export (the generated CSV) or assistance to implement CSV file processes, please direct your inquiry to our Professional Services Teams or your DocuWare partner.

Situation B):
In cases, where you experience a technical challenge, the information for DocuWare Support differs slightly

  1. Describe the steps which lead to the technical challenge
  2. Upload / add a screenshot showing the behaviour
  3. Upload the log file of the desktop application C:\ProgramData\DocuWare\Logs\Export.log
  4. Upload the DocuWare Export configuration ("Download" button in the overlay) and file-cabinet XML structure  /knowledgebase/article/KBA-36594
    1. The provided information enables us to check the configuration and potentially re-create your behaviour
  5. Create a HAR file should the challenge take place within the "Export Data" page within the browser, Capture a browser trace for troubleshooting and upload it to the support request
  6. Should the technical challenge be connected to Task Scheduler, please verify the "History" (within Task Scheduler) of the affected task
    1. Check if the task has run into one of the mentioned error codes Task Scheduler Error and Success Constants
    2. Upload a screenshot of all DocuWare processes configured in Task Scheduler

With the provided information, we'll be faster to evaluate how we can assist you to resolve the technical challenge.
Please note, challenges with Microsoft Task Scheduler are not within the competence and responsibility of DocuWare Support. We strive to provide assistance, but can not guarantee that we'll be able to help you to resolve the underlying issue.
 

This article is valid for DocuWare versions: 7.x | DocuWare Export, Export, CSV