Required information in a (new) ticket

Modified on Wed, 25 Oct 2023 at 10:33 AM

In order to properly address the question or problem, we need the correct information. Therefore we ask you to keep the following points in mind when submitting a ticket to us:

  • If it is about an authoring tool please mention which authoring tool it is and which version you are using.
  • If it concerns a learning environment, please mention the URL/name of the learning environment. In addition, state whether it is the acceptance, sandbox or production environment.
  • For each problem, please indicate in which specific course and/or with which specific user(s) it occurs. Please do not include such information in an attachment or attached mail communication, but rather include this information verbatim in the question.
  • Ask a concrete question.
  • Provide concrete examples whenever possible using screenshots.
  • If you take a screenshot of an error message, make sure the entire screen is in the image.
  • Do you have multiple questions that are unrelated? Then create a separate ticket for each question.

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