When reaching out to myskillcamp support it’s important to share certain information on the issue encountered to help us help you in an efficient and effective way.
Below you will find a list of the information we need to be able to investigate, as well as some tips.
Required information
- Description of the issue. What happened or did not happen?
- What is the behaviour you expected?
- When did the problem occur (time indication, as precise as possible)?
- Were you able to reproduce the problem yourself? If so, how?
- Screenshots and/or recordings (preferably of the full screen, not only part of it)
- Impacted
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- Space:
- Interface: (I learn / I create / I coach / I organise)
- Course:
- Session:
- Learning path:
- User(s) (preferably identified by mail address(es)):
- Browser used (and possibly the browser version):
- Branding (if relevant):
- Other relevant information:
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- Criticality level and a brief explanation of your context
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- Low [Question]
- Minor [Small issue, few learners are impacted]
- Major [A major functionality has stopped working, many learners are impacted]
- Critical [Severe outage/downtime, all learners are impacted]
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- Attachments
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- Latest user sync file if the issue concerns the user sync
- Export file if the issue concerns an export
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Our tips
- Mandate one or two “myskillcamp champions” who can help your users when they experience issues and report issues in a structured way to myskillcamp.
- Set up a (mail) template for internal reports related to myskillcamp with similar requirements as ours.
- Use the myskillcamp support portal to submit requests and follow their evolution (see top right corner of this page).