Help Desk: Support Requests

Overview

If you are experiencing a problem with one of Skedulo's products and want to submit a support request, please take a moment to read this article.

Current System Status

Where to Submit a Request

The Skedulo support page has a button at the top-right of the screen labeled "Submit a request." You can also get there using the following link:

What to Include in Your Request

The following information is required from you when you submit a request via our support portal:

• Your email address.
• Subject: A short clear summary of the issue.
• Description: A full and detailed explanation of the issue that you are encountering. Include details such as:
  • Mobile Device Type: The device and operating system you are using (e.g., IOS 11, running on an iPhone 7).
  • The Skedulo mobile app version number.
  • Your team name.
  • Screenshots.
  • Error IDs.
• What is the impact on your business? (e.g., High).
• Organization: Enter your organization's name.
• Attachments (optional).

Where to Locate Version Details

You can see your mobile device OS and version details in the following locations:

Android Device

1. Tap on "Settings."
2. Select "About device."
3. Select "Software info." The Android version number should now be displayed in the list.

IOS Device

1. Tap "Settings."
2. Select "General."
3. Select "About." The IOS version number should now be displayed in the list.

Skedulo Mobile App

You can see your Skedulo mobile app version details in the following locations:

1. At the base of the login screen.
2. At the base of the main menu.

Figure 1. The two locations of the Skedulo mobile app version number.

Skedulo Web App

If you are interested in finding out the current version of your Skedulo web app, you can find the version number using "Inspector" on the web app (Inspector is a Chrome browser developer tool).

1. Right-click on the user interface and choose "Inspect" from the options.
2. Click on the "Element" tab and scroll down to the bottom of the view.

Figure 2. Locating the version number of the Skedulo web app.

Enable Debug Mode

If you are experiencing connection issues, the mobile app debug logs may help when troubleshooting.

To enable the debug mode, from the main menu, triple tap on the version number.

Once enabled, the debug logs and connection status can be inspected. These results can be screen-captured and sent to support for analysis.

Figure 2. Triple tap to enable debug mode in the skedulo mobile app.

Attachments

Although attachments are optional, they can be really helpful when troubleshooting. So please include any screen captures of the error that you can–as this may help us pinpoint your problem.

Screen Captures

There are many ways to capture screen images, even record video. Some operating systems have built-in tools; others rely on 3rd party software apps. You'll find below a selection of the most common ways we know. However, if all fails, a simple photograph (taken with a steady hand) will be adequate.

• Windows PC: Capture images using the built-in "Alt+Print Screen" method, or try using the Snipping Tool. To record video you can use the free built-in "XBox" app, or you can try one of the many other 3rd party apps available.
• Apple Mac PC: Capture images by holding down Shift-Command-3 (keys) to capture a screenshot of the whole screen (saved to your desktop). Use "QuickTime" player to record video.
• Apple iOS (Mobile): Capture images by pressing the "home" button and the power/sleep button at the same time. A screenshot will be created and saved to your photo library. Or try using the latest "IOS screen recorder."
• Android (Mobile): Capture images by pressing the "volume down" or "home" and power buttons at the same time. It will appear in your photo gallery. Android as yet has no built-in app to record video. There are however many 3rd party apps available on Google Play (search for "screen recorder").