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This article describes how to submit technical support requests to make them resolved with maximum efficiency.

If you need help, please first check the documentation and FAQ of the product. Your question might have been answered already. If it hasn’t, please submit a ticket.

Get ready to provide any information to 1Ci technical support.

The more of the guidelines you follow (see below), the faster you have your task fulfilled.

Why this is important to you

  •       1Ci technical support wants to assist you
  •       Your requests on issues is a communications vehicle
  •       Follow the basic steps to get responses times faster
  •       Otherwise, solving your request takes longer

Before submitting your request

Self-study available reference materials:

  1.   Guides
  2.   KB articles
  3.   Tutorials
  4.   Forums

Check if the issue is reproduced in the latest release of the standard application configuration

Guidelines or what to write in the ticket

General information:

  •   For first time you have to provide legal info
    •   Product registration number
    •   Your partner agreement number and date
    •   Your company name
  •   Describe the task you intend to solve and step-by-step description of the issue
    •   What is the business case in the context of client’s business process
    •   What desired action you performed
    •   Step-by-step actions
      •   Login and password of the infobase’s user

User is Administrator, isn’t it? Specify:

          •   User’s standard profiles
          •   Administrator’s login and password
      •   “Paths” to follow and objects to open [in English UI]
          •   Actions the user is to perform
          •   Actual result
          •   Screencast video that illustrates [in English UI]
          •   What result you expected
  •   Specify the reference material you used (optional)
    •   Guides
    •   KB articles
    •   Tutorials
    •   Forums

Technical information:

  •   Specify technical information
    •   Name and full version number of the application configuration release
    •   Full version number of the 1C:Enterprise platform release and its bitness (32-bit / 64-bit)
    •   Infobase mode (file or client-server)
    •   Client application type (thin client, thick client, web client)
    •   DBMS in use (for client-server infobase mode): name, full version, and bitness
    •   Web server in use: name, full version, and bitness
    •   Web browser in use: name, full version, and bitness
    •   Operating system on the server and client: name, full version, and bitness
    •   Operating system’s user locale on the server and client
  •   Specify the infobase to reproduce the issue
    •   Use the clean standard demonstration infobase (demobase)

Otherwise, use the infobase meeting these requirements:

        •     The infobase dump has the minimum file size
        •     The infobase configuration is standard or you transformed it to the standard with the disabled editing capability
        •     The configuration is updated to the latest release of the application configuration
        •     The user only has the standard profiles assigned
    •   Upload the infobase dump (.dt) to file sharing server and specify the dump address
  •   Attach logs (if needed)

Ticket statuses

  •       New - the ticket is awaiting assignment to a tech support staff member
  •       Open - the tech support staff is working on the ticket
  •       Pending - the tech support staff is waiting for the ticket requestor (you) to reply
  •       Solved - the ticket has been solved but can be re-opened
  •       Closed - the ticket was solved and cannot be re-opened