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What to submit in a Mad Mobile Support Ticket

Owned by Jamie Hemond
Last updated: Mar 28, 2023
1 min read

Before submitting a support ticket to Mad Mobile you should verify that it is reproducible in a lab environment.

 

When submitting a Mad Mobile Support Ticket please include as much of the information below as possible.

  • What is the problem being experienced?

  • Are there any error messages appearing?

    • If so, what is the exact error message?

  • Is this happening for all stores or just one?

    • If its just one, which store?

  • Provide screenshots showing the error.

  • What are the steps to recreate the issue?

  • What steps to correct the issue have been performed so far?

  • Does the issue occur every time, or are there specific situations where it occurs?

  • The Date and Time the error occurred.

  • The OS version of the device experiencing the issue.

  • The application version that is in use on the affected devices?

  • What is the expected behavior?

  • Have you validated that all external Systems are functioning properly? (CRM, Ecomm, POS, etc.)

What should the Severity be?