• Support Portal Maintenance on Easter weekend

    Dear Community!

    On the Easter weekend from April 20th 2019 to April 22nd 2019 the Support Portal will be temporarily not available or in read-only modus only due to some important maintenance tasks.

    Thank you for your understanding.

    Best regards,
     

    Matthias Wieland
    Senior Director Support EMEA
    Phone: +49 89 894433-99
    DocuWare Europe GmbH

  • Support Portal Wartung am Osterwochenende

    Liebe Community!

    Am Osterwochenende vom 20.4.2019 bis 22.4.2019 wird das Supportportal auf Grund von Wartungsarbeiten zeitweise nicht oder nur lesend zur Verfügung stehen.

    Vielen Dank für Ihr Verständnis.

    Mit freundlichen Grüßen

    Matthias Wieland
    Senior Director Support EMEA
    Phone: +49 89 894433-99
    DocuWare Europe GmbH

  • RE: Aktuelle Probleme im neuen Support Portal

    Update - 2. Fehler beim Senden einer neuen Anfrage für einige wenige Kontakte
    Wir haben einen Fix implementiert, der kritische Zeichen bei der Eingabe ersetzt.

    Update - 3. Supportanfragehistorie von "alten" Anfragen ist nicht verfügbar
    Die Historie alter Anfragen wird voraussichtlich in ca. 2 Wochen wieder zur Verfügung stehen, da Datenmigrationen nur am Wochenende möglich sind.
  • RE: Current problems with new Support Portal

    Update - 2. Error sending a new request for a some contacts
    We have implemented a fix. Critical symbols or characters are replaced now automatically when typed or pasted into description field.

    Update 3. Support request history of "old" requests is not available
    The former support request history will be available again in ~2 weeks as we can do migration tasks on weekends only.
  • RE: Current problems with new Support Portal

    Update - 2. Error sending a new request for a some contacts
    We were able to find possible reason for this error. An error always occurs when the problem description contains text in angle brackets e.g. [text] <text> [text] . This is often the case with log entries/error message texts. Please upload such error messages as a text file in the test data until we have fixed this issue.
  • RE: Aktuelle Probleme im neuen Support Portal

    Update - 2. Fehler beim Senden einer neuen Anfrage für einige wenige Kontakte
    • Wir konnten den Fehler eingrenzen. Es kommt immer dann zu einem Fehler, wenn in der Problembeschreibung Text in spitzen klammern eingegeben wird [text] <text> [text] . Dies ist häufig bei Protokolleinträgen/Fehlermeldungstexten der Fall. Bitte laden Sie bis zur Behebung solche Fehlermeldungen als Textdatei in den Testdaten hoch.
  • Current problems with new Support Portal

    Dear Community Members!

    I would like to inform you about current open problems in the new Support Portal.

    1. Some customers are not visible for some partners when reporting support request
    • We're working on the solution. Please enter the customer name in the request description field, if you cannot find it in the affected customer  field.
    2. Error sending a new request for a some contacts
    • We're working on the solution. Please post here if you also receive an error message when reporting new support requests.
    3. Support request history of "old" requests is not available
    • We're working on the solution. The history of requests which were migrated to our new system is not yet available. 
    We will keep you updated on the current status here in the forum. You can report problems with the portal here too.

    Viele Grüße / Best regards,
     

    Matthias Wieland
    Senior Director Support EMEA

    DocuWare Europe GmbH

  • Aktuelle Probleme im neuen Support Portal

    Liebe Community Mitglieder!

    Ich möchte Sie hier über aktuell offfeneProbleme im neuen Support Portal informieren.

    1. Kunden sind für einige Partner bei der Aufnahme von Supportfällen nicht sichtbar
    • Wir arbeiten an der Lösung. Bitte tragen Sie den Kundennamen in das Anfrage-Beschreibungsfeld ein, fall sie diesen bei den betroffenen Kunden nicht finden.
    2. Fehler beim Senden einer neuen Anfrage für einige wenige Kontakte
    • Wir arbeiten an der Lösung. Bitte antworten Sie hier kurz, falls Sie bei der Meldung von neuen Supportanfragen ebenfalls eine Fehlermeldung erhalten.
    3. Supportanfragehistorie von "alten" Anfragen ist nicht verfügbar
    • Wir arbeiten an der Lösung. Die Historie von Anfragen die in unser neues System migriert wurden sind aktuell noch nicht verfügbar. Diese wird kurzfristig zur Verfügung gestellt.

    Wir halten Sie hier über den aktuelle Stand auf dem Laufenden. Probleme mit dem Portal können Sie auf gern hier im Forum melden.

    Viele Grüße / Best regards,
     

    Matthias Wieland
    Senior Director Support EMEA

    DocuWare Europe GmbH

  • DocuWare’s New Support Portal – The Next Step to Optimal Support

    Dear Community!

    For many years, our collection of self-service support has been providing answers to technical questions:

    - Support Solution Center (FAQ) Over 3,000 articles and documented solutions.

    - Support Forum Members of the DocuWare community support each other’s challenges. The support team moderates the forum, offering further support.

    - Current Support Portal Here you can report new support requests or track work on existing cases.

    Although these have all been helpful, in recent months we have realized that they needed an update to improve their availability, stability and performance. Their user-friendliness, especially on mobile devices, was limited and general searches for known solutions was essentially not possible.

    We are very pleased to share that on Monday, March 11th 2019, we will be launching a brand new DocuWare Support Portal which will merge all of DocuWare’s self-service options in one, easy-to-use platform. You can find it here: https://support.docuware.com

    This means that during the conversion process the current self-service options will likely be unavailable or only available in a read-only format in following time frames:

    Support Forum:
    - The forum available at https://www.docuware.com will be set read-only on Wednesday March 6th 2019 6pm CET
    - From Monday March 11th 2019 – 8am CET on the new forum is available at https://support.docuware.com/forums
    - Most important or open forum threads will be migrated to the new forum.
    - Forum Subscriptions will NOT be migrated. Please create new subscriptions for forums of your choice.

    Support Solution Center:
    - The articles are available currently at https://faq.docuware.com in English only. From Monday March 11th on you can find them in the new Support Portal at https://support.docuware.com/knowledgebase

    Support Portal:
    - The current Support Portal will be taken offline on Saturday March 9th 8am CET. The new Support Portal will be available latest on Monday March 11th 8am CET at https://support.docuware.com

  • DocuWare’s New Support Portal – The Next Step to Optimal Support

    Dear Community!

    For many years, our collection of self-service support has been providing answers to technical questions:

    - Support Solution Center (FAQ) Over 3,000 articles and documented solutions.

    - Support Forum Members of the DocuWare community support each other’s challenges. The support team moderates the forum, offering further support.

    - Current Support Portal Here you can report new support requests or track work on existing cases.

    Although these have all been helpful, in recent months we have realized that they needed an update to improve their availability, stability and performance. Their user-friendliness, especially on mobile devices, was limited and general searches for known solutions was essentially not possible.

    We are very pleased to share that on Monday, March 11th 2019, we will be launching a brand new DocuWare Support Portal which will merge all of DocuWare’s self-service options in one, easy-to-use platform. You can find it here: https://support.docuware.com

    This means that during the conversion process the current self-service options will likely be unavailable or only available in a read-only format in following time frames:

    Support Forum:
    - The forum available at https://www.docuware.com will be set read-only on Wednesday March 6th 2019 6pm CET
    - From Monday March 11th 2019 – 8am CET on the new forum is available at https://support.docuware.com/forums
    - Most important or open forum threads will be migrated to the new forum.
    - Forum Subscriptions will NOT be migrated. Please create new subscriptions for forums of your choice.

    Support Solution Center:
    - The articles are available currently at https://faq.docuware.com in English only. From Monday March 11th on you can find them in the new Support Portal at https://support.docuware.com/knowledgebase

    Support Portal:
    - The current Support Portal will be taken offline on Saturday March 9th 8am CET. The new Support Portal will be available latest on Monday March 11th 8am CET at https://support.docuware.com