This article covers how to submit a valid enquiry in the Straightsell Help Centre.

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Report a Problem

CatalogueLINK Problem

Your problem could be one of two things, either an application problem or a integration problem.

An application problem is one that relates to the core functions that CatalogueLINK performs and if an error message is displayed or the program is not functioning as it normally does.
An integration problem is one that relates to the accounting system data or the connection between the accounting system and the website not being configured correctly.

Examples:

A CatalogueLINK application problem:
- Open CatalogueLINK Upload, click Import, select Items, click Continue and an error message is displayed.
A CatalogueLINK integration problem:
- In the Accounting System, Customer ABC gets Price $999 for Product Code 123 when entering a sales order.
- When you log into the website as Customer ABC, Product Code 123 is $555.
- This is still the case after using CatalogueLINK Upload to Import and Upload Items, Customers and Pricing.
- Customer ABC has Upload Financials set to Yes in CatalogueLINK Upload - Customers.

Steps:

Document a summary of what the problem is, and note down the series of steps you can take to see the problem so we can use this to replicate it for troubleshooting purposes.
Take screen shots of the error message or any relevant windows in the accounting system and/or CatalogueLINK Upload or Download.
Next we need to locate your CatalogueLINK log files. If your CatalogueLINK Upload is version 3.0.8.0 or CatalogueLINK Download is 3.0.7.0 or newer: click Help - Open Log Folder.
Otherwise, close CatalogueLINK Upload/Download and browse to your CatalogueLINK Log File directory and sort the files by Date Modified. The default location is C:\Program Files (x86)\SEL\CatalogueLINK\log.
Select all six files (or the six updated most recently) then Right click - Send To - Compressed (Zipped) folder. This will create a compressed file. Name this file WebsiteName-YYYYMMDD.
Create a new ticket in the Report A Problem section of the Straightsell Help Centre and fill in all required text fields and attach your log files, as well as any relevant screenshots showing the issue.

Your CatalogueLINK version number is located in the lower left hand corner of each program's window.
Snipping Tool is built into versions of Windows from 7 and up and is useful for taking screenshots. Please see this guide for more information.

Website or CMS Problem

Your problem could be relating to one of two things, either a CMS problem or a Website problem.

A Website problem is generally related to a page on your Straightsell website.
- It's important to understand that a change you make in the accounting system, CatalogueLINK or the CMS may be displayed on the website, but this does not necessarily make it Website problem.
A CMS problem is one relating to the Straightsell CMS, accessible at https://cp.straightsell.com.au.

Examples:

A CMS problem: Cannot create a Buyer account from Manage Organisations.
A Website problem: Customers are unable to Register on the website.

Steps:

Document a summary of what the problem is, and note down the series of steps you take to see it so we can use this to replicate it for troubleshooting purposes.
Take screen shots of the error message or any relevant windows in the CMS and/or the Website.
Create a new ticket in the Report A Problem section of the Straightsell Help Centre and fill in all required text fields and attach your screenshot and log files.

Snipping Tool is built into all versions of Windows 7, 8 and 10. See this guide on how to use it to take screenshots.

Service Request

Select this option If you have a request for a new service or change to your Straightsell platform.

Examples:

Content created and/or added to your Website.
You are having an accounting system upgrade and want to know if CatalogueLINK will be compatible.
CatalogueLINK needs moving to another PC, or you're requesting a new installation.
A new feature for CatalogueLINK.

Steps:

Document what you would like performed, added or changed in a clear and concise manner.
Put together any supplemental screen shots and links that will help us review your request.
Create a new Service Request in the Straightsell Help Centre with all requested information.

Snipping Tool is built into all versions of Windows 7, 8 and 10. See this guide on how to use it to take screenshots.

Sales or Billing Enquiries

If you would like to speak to someone in our sales or accounts team.

Examples

A Website Upgrade
New Website
Questions about an Invoice or payment

Steps

Locate any documents or invoice numbers you wish to query.
Create a new Sales/Billing Enquiry in the Straightsell Help Centre with all requested information.

Snipping Tool is built into all versions of Windows 7, 8 and 10. See this guide on how to use it to take screenshots.

General Enquiry or Provide Feedback

For any enquiry not relating to the above or if you would like to provide us with feedback.

Steps

Ensure that none of the other request types are valid for your enquiry, or that you have feedback you wish to supply us with.
Create a new General Enquiry in the Straightsell Help Centre with all requested information.

Snipping Tool is built into all versions of Windows 7, 8 and 10. See this guide on how to use it to take screenshots.

Request Help Centre Access

If you have staff members who also require Help Centre access, please submit a form on their behalf and we will create them an account.

Steps

Enter the details of all staff members in your organisation who require an account.
Submit your request.

Knowledge Base Article Requests

If you would like a guide on how to perform a task or process in CatalogueLINK, CMS or the Website let us know and we will let you know if and when we create one.

Steps

Identify what your goal for the article would be.
Create a new Knowledge Base Article Request in the Straightsell Help Centre with all requested information.

Snipping Tool is built into all versions of Windows 7, 8 and 10. See this guide on how to use it to take screenshots.

Update Remote Access Details

If your remote details to your CatalogueLINK installation change or you have remote access set up you should let us know as soon as possible.

Steps

Provide us with yourTeamViewer or permanent RDP details.
We will add your details to our records for future troubleshooting.

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