This article explains how to best contact Schoolworks Support for a quick resolution to your issue.
Prior to contacting Schoolworks Support, please assess all other support options available to you:
Consult your colleagues or Line Manager
Contact your school’s System Administrator
Search the Schoolworks Knowledgebase: https://cloud-base.atlassian.net/wiki/spaces/SWH/pages/2166652929/Full+Contents
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Schoolworks Technical Support
Schoolworks Technical support is included with your Schoolworks licensing fee and is for help related to a feature of Schoolworks which is not working - typically a bug or system malfunction.
Additional support such as training, help with reporting, document creation, setup of Schoolworks (products, pricing, templates) integrations will typically incur additional time based fees or a premium support package.
We will advise if this is the case.
Technical support requests can either be made via our Support Portal or via an email request to support@schoolworks.io
In either case, we will need to have a user account setup in our Support System (Atlassian) so that your email address is recognised by our ticketing system.
If you have not submitted a request before or you have just joined your school please ask your manager or HR department to send an email with your details - first/last name, deparment department and email address to support@schoolworks.co.ukio so we can set up a support account for you.
Support Ticket Best Practices
So that we can provide fast and efficient support and avoid unnecessary to and fro messages, please consider the following best practices:
Please consider the nature of the support request and if the support is covered by your plan
Email to: support@schoolworks.co.ukio
This automatically creates a TICKET for your request - (please see process below)
Please avoid emailing Schoolworks staff directly as this won’t create a TICKET acknowledgement and will slow down our ability to provide assistance
Email Subject
The email subject is used in our ticket name in our support desk to identify your specific issue
Please use a short descriptive in the email subject to help distinguish your ticket from everyone else's and to avoid confusion
e.g. Teacher (Bob Smith) cannot login - Urgent is much better than Help needed
Email body/content
Please describe your problem with as much information as possible
e.g. For Student ST-65241 we can’t book the GE Course for 2 weeks from 4th May 2023 to 10th April 2023 is much better than Enrolment screen is not working
Please describe all the steps we need to follow to replicate the problem you are having
We test for most situations so it is likely you may have found a very specific problem that requires more complicated steps to reproduce
Please describe both the error but also what you expect to see
e.g. Finance for the Booking ID 2323 should be £2499.50 but the screen is showing incorrect as £2200.50 is much better than Finance is incorrect
Please describe the urgency of your request
If your issue is preventing you or a group of users please help us prioritise your request
Please also advise if your request is not urgent or ideally when you would like your issue resolved
This will help us assign our resource to those who really need it
Use screen shots where possible
A picture tells a thousand words and will help us see what you are seeing
Please include a FULL screenshot of your screen rather than just a snippet of the screen, as this may help us to better understand the context of the issue
Use URL links to the records in your Schoolworks
The quicker we can get to a record in your system and replicate the problem, the faster we can help you
e.g. This is the record I am having problems with: https://schoolworks-4243.lightning.force.com/lightning/r/SWKS__Enrolment__c/a0f1n00000HLu2fAAD/view
Pleases (and thanks in advance!)
Please send a new email, new subject line for your new request.
Please don’t forward a long email chain or discussions from multiple people as it may take longer for us to process or understand it, or we may ask you to resubmit a request
Please make further replies or follow ups regarding the same issue with the TICKET-XXXX in the subject - see further communications below
This avoids creating multiple new tickets for the same issue
Please avoid using coloured text (we can’t see it on the ticket)
Best Practice Email example:
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