Tips on Requesting Troubleshooting Assistance
When requesting troubleshooting assistance, include as much information as possible. Below is a helpful list of information to include in your request, if applicable:
- WHAT is happening: include the Requisition or PO number, the error message you received, a detailed description of what you were trying to do in WolfMart at the time of the error, and screen shots.
- WHERE the problem is occurring: Are you in-office or working remotely? Are you using an Apple device or a Windows device?
- WHEN did the problem occur: Sometimes, issues arise during scheduled maintenance, or when there is a system outage. It helps our team to know a time frame of when your issue happened.
- WHY you are trying to complete this action: knowing what you are hoping to accomplish can help us guide you better.
Example
Original Request: Why was my Requisition returned?
Better-worded Request: My Requisition #123456 was returned to me. The error message that appeared was, "This order is being returned because one or more lines of the PR are populated with a default Commodity Code value (00000000-0000000-536000). Please replace the default with a valid Commodity Code and resubmit." I submitted this requisition yesterday at 3:00PM from my in-office Windows computer. I am attempting to order pipettes for my lab. Attached are some screen shots of my Requisition and the error.
How Long Can I Expect to Wait?
Typically, troubleshooting requests take 2-3 business days to complete, with an exception for larger issues that can take more time to resolve (i.e. System Outages).