Putting in a Help Desk Ticket

Accessing the Help Desk

Your organization has a designated Help Desk URL. If you don't know how to access it, contact your account administrator. If you are an administrator and need help accessing the Help Desk, contact your Customer Success representative or our Customer Success Team.

Issue Types

Report an issue

Use this to report bugs or problems with the software or web application.

Change request/suggest a new feature

Use this to suggest improvements or new features. Also to request data updates, such as regions, zones, and resources.

Other questions

Use this for questions about workflows, data, users, and more.

Priority Level Definitions

Critical

Production system is down. Use this priority only for outages. Examples of Critical tickets include:

• The web or desktop application fails to load.

• Users who previously accessed the application cannot log in.

When a user submits a Critical priority ticket, the following occurs:

1. Ticket creation: The Technosylva Product Support team is notified of the new ticket.

2. Alert via PagerDuty: The on-call support team receives a push notification, SMS, and phone call to ensure immediate attention.

3. Triage and response: The team triages the ticket, checks or restarts servers, replicates the issue, or requests more information from the reporter.

Very High

Production issue where the system is functioning but critical functionality is not working as expected and there is no workaround. Examples of Very High tickets include:

• Weather or risk data is not updated for today.

• A critical layer, such as incidents, resources, or fireguard perimeters, does not appear when selected.

• Cannot create simulations.

• Cannot unarchive active incidents.

High

The issue affects some functionality but does not severely impact core features. The impact is neither immediate nor critical. A workaround exists but may inconvenience users. The issue requires attention but can be scheduled for upcoming maintenance. Examples of High tickets include:

• A filter does not work, but the search function does.

• A minor layer, such as cameras, historical fires, GOES imagery, or NWS, does not load correctly.

Medium

The issue minimally or does not affect application functionality. It may be a minor defect or cosmetic issue. Resolution can wait for future releases or routine maintenance. Examples of Medium tickets include:

• Minor bug or cosmetic defect, such as an incorrect icon.

• Updates to important data such as regions, zones, or resources.

• Renaming a resource, zone, layer, or camera.

Low

General support questions, change requests, or new feature requests. Examples of Low tickets include:

• Requesting a workflow change.

• Requesting a new feature.

Information to Include in Your Ticket

System Details

Web Applications (Browser-Based Systems)

• Operating System (e.g., Windows 10 Enterprise Version 22H2)

• Hardware Specifications (CPU, RAM, graphics card, e.g., AMD Ryzen 7, 32 GB RAM, NVIDIA Quadro)

• Web Browser and Version (e.g., Google Chrome 126.0.6478.127)

Desktop Applications (Installed Apps)

• Application Version (e.g., WFA Desktop v4.5.2)

• Operating System (e.g., Windows 10 Enterprise Version 22H2)

• Hardware Specifications (CPU, RAM, graphics card, e.g., AMD Ryzen 7, 32 GB RAM, NVIDIA Quadro)

Mobile Application (iOS or Android)

• Application Version (e.g., Tactical Analyst Mobile v1.2.9)

• Mobile Operating System and Version (e.g., Android 14, iOS 17.5.1)

• Device Make and Model (e.g., Samsung Galaxy S23 Ultra, iPhone 13 Pro)

Description of the Issue

• What exactly is happening (e.g., crash, unresponsive screen, data not loading)?

  • Steps to reproduce the issue (exact actions before the issue occurs).

  • Timing of the issue

    • Date and time the issue occurred (include timezone)

    • Frequency (e.g., consistent or intermittent).

  • Are you online or offline when this happens?

  • Were there recent changes to the system or network environment?

Troubleshooting Information

Web Applications (Browser-Based Systems)

• Have you clicked the “Update” button on the application (if applicable)?

• Have you performed a hard refresh or cleared cache/browser storage since the last software update?

• Are any IT-enforced browser extensions or network filters active? (e.g., content blockers, script blockers, corporate proxies)

• Are you using Incognito/Private Browsing mode?

• Do you have Developer Tools open? Can you share a HAR (HTTP Archive) file or console logs?

• Have you tried the app in another browser (e.g., Edge, Firefox)?

• Are you connected to a VPN or secured network when using the app?

Desktop Applications (Installed Apps)

• Did the issue occur with the latest app version?

• Is any security software or endpoint protection running? (e.g., CrowdStrike, McAfee, Defender ATP)

• Are you connected to a VPN or secured network when using the app?

• Were any recent system updates or driver changes installed?

• Can you send a screenshot or video showing the issue?

Mobile Application (iOS or Android)

• Is the app updated to the latest version via the App Store or Play Store?

• What was the mobile app update sequence?

  • Is this a first-time install?

  • Did the user uninstall and reinstall manually?

  • Did the user tap “update” in the store?

  • Is this an Apple TestFlight or Google Play Test release? Was it a first-time test install or an update?

• Are Location Services, Camera, or other required permissions enabled?

  • For GPS troubleshooting, is cell network and Wi-Fi signal augmentation on or off?

• Is the device connected to a strong Wi-Fi or cellular network?

• Are you connected to a VPN or secured network when using the app?

• Are you using device management or security policies enforced by your organization?

• Are you using the app offline? If so, when did you last sync?

Helpful Attachments

• Screen recordings or screenshots: help the support team replicate the exact steps when the issue occurred.

  • Include screenshots of any error messages.

• HAR (HTTP Archive) file (for Web)

• Chrome Performance Trace (for Web)

• Logs: Desktop applications store error logs. This helps pinpoint errors. See Frequently Asked Questions (FAQs) for your application or contact support for log retrieval instructions.

Technosylva Support Levels

Technosylva offers Basic, Premier, and Enterprise support tiers.

*Time zones shown reflect customer’s time zone.