Technical Support

General Information

Before creating a request, it is necessary to diagnose and analyze the problem independently. In most cases, with a thorough analysis, involvement of the production team is not required.
For independent analysis, you need to check errors in the network and console tabs in the browser. Check the service logs for errors.
Description of common errors when publishing and executing processes
Description of common errors when starting services

We accept requests via supportmsa@diasoft.ru

When submitting a request, you should specify the task priority and its justification (opens in a new tab)

In order for us to correctly set deadlines, please indicate the following when creating requests:

1. The latest acceptable date for implementation/consultation.
2. Priority (low/medium/high/very high).

If we are talking about improvements, the deadlines are also affected by:

1. Whether the sprint is open for planning.
2. Whether sufficient information about the required improvement has been provided.
3. How busy the nearest sprints are.

Resolving Non-Conformities (NC) and Consultations

Mandatory Information in the Task Description

1. Link to the page and test stand where the problem occurs. Access to the test stand/namespace.
2. What task is being solved (task name) - you need to describe what we will be working with. It helps to name the task by applying the following principle: "What happened?", "Where?", "When?", "Under what conditions?".
3. Description of the problem - based on the name, provide a detailed explanation of the problem.
4. Steps to reproduce - describe in detail step by step what needs to be done to reproduce the bug.
5. Expected result.
6. Actual result.
7. Versions of Digital Q.BPM services on the test stand.
8. Error in the network and console tabs in the browser.
9. Logs of the service where the error occurs.
10. Screenshot/Video - provide a screenshot or screen recording.