This article will explain how to provide us with the information we require when you want to report a problemuse the Straightsell Help Centre.
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Search for a Help Article
- Enter a word or words into the search bar relating to your query.
- Select an article to view its contents
- Click None of these are what I need to go back
Report a CatalogueLINK problem
Your problem could be relating to one of two things, either an application problem or a integration problem.
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- A CatalogueLINK application problem: Open CatalogueLINK Upload, click Import, select Items, click Continue and an error of XYZ is displayed.
- A CatalogueLINK integration problem: In the Accounting System, Customer ABC gets Price $999 for Product Code 123 when doing a dummy order. When you log into the website as Buyer Reference ABC, Product Code 123 is $555. This is still the case after using CatalogueLINK Upload to Import and Upload Items, Customer and Pricing. Customer ABC has Upload Financials set to Yes in CatalogueLINK Upload - Customers.
Steps to Report
- 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 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.
- 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 screenshot and log files.
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Report a CMS or Website problem
Your problem could be relating to one of two things, either a CMS problem or a Website problem.
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Snipping Tool is built into all versions of Windows 7 and up. See this guide on how to use it to take screenshots. |
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Submitting Service Requests
If you have a request for a service or change.
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- 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 To Report
- 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.
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Snipping Tool is built into all versions of Windows 7 and up. See this guide on how to use it to take screenshots. |
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Sales/Billing Enquiries
If you would like to speak to someone in our sales or accounts team.
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- A Website Upgrade
- New Website
- Questions about an Invoice or payment
Steps To Report
- 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.
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| Snipping Tool is built into all versions of Windows 7 and up. See this guide on how to use it to take screenshots. |
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General Enquiries
For any enquiry not relating to the above, please submit it as a General Enquiry.
Steps To Report
- Ensure that none of the other request types are valid for your enquiry.
- Create a new General Enquiry in the Straightsell Help Centre with all requested information.
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| Snipping Tool is built into all versions of Windows 7 and up. See this guide on how to use it to take screenshots. |
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Request
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Help Centre Access
XXXXX
Steps To Report
- Identify what you would like assistance in being able to accomplish.
- Create a new Knowledge Base Article Request in the Straightsell Help Centre with all requested information.XX.
- XX
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Knowledge Base Article Requests
If you would like some instructions on how to perform a task or process in CatalogueLINK, CMS or the Website.
Steps To Report
- Identify what you would like assistance in being able to accomplish.
- Create a new Knowledge Base Article Request in the Straightsell Help Centre with all requested information.
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