Company administrator — Support guide
See what went wrong for your people in one list, without waiting for anybody to report it.
Sees what went wrong for people in the company — the page, who it happened to, when — and marks each problem resolved once it is dealt with.
What you will be able to do
- See each kind of problem once, with how often and for how many people
- Open one to see who it happened to, where and when
- Mark it resolved, and know if it comes back
- Choose whether failures are recorded at all
What this role can and cannot do
| Can | Cannot |
|---|---|
|
|
4 steps, each one carried out in the product on .
See what went wrong for people in your company #
Where Settings » Errors
- Open Settings.
- Choose Errors.
You should see One row per kind of problem, newest first. A problem that happens to ten people ten times is one row, not a hundred lines.
Watch out A problem that is Resolved and then happens again turns into “Came back”. That is the one to read first.
Open one: who, where, when, and the reference #
Where Settings » Errors » a row
- Click a row in the list.
You should see Each line is one time it happened. The person is named, the page is the one they were on, and the reference is the number support searches for.
Watch out People's names and e-mail addresses are shown here, so opening a problem is recorded in the audit log.
Mark it resolved, with a note #
Where Settings » Errors » a row » Mark as resolved
- Open a row.
- Write what was done in the note.
- Press Mark as resolved.
| Field | What to put in it |
|---|---|
| Note | What you did or learned, in a sentence. It stays with the problem and is shown to the next person who opens it. |
You should see The row moves to Resolved. If the same problem happens again it comes back marked Came back, so a fix that did not hold is not missed.
Watch out Resolved is your own marker. It does not change what the vendor sees.
Switch error recording on or off #
Where Settings » Features
- Open Settings.
- Choose Features.
- Type “record errors” in the search box.
- Find “Record errors so they get fixed” under General.
You should see The company decides. Off means failures are no longer recorded for your company and Settings » Errors says “Error recording is turned off for this workspace” until the switch is on again; on is the default.
Watch out Leave it on unless there is a reason: it is how a problem is found before anyone has to report it.
Use cases — the work, step by step
Each one is a sequence somebody actually performs, with the screen behind every step. Every screen here was opened in the product as this role before it was published.
weeklyMonday check: what went wrong last week #
A problem nobody reports is a problem nobody fixes. One list shows every failure your people hit, whether they said anything or not.
Open Settings » Errors and read the three tiles first: anything marked Came back is a fix that did not hold.
Settings » Errors — verified: the control is offered; the page says “What went wrong” Open the row with the most people. Read who it reached and on which page.
Settings » Errors » a row — verified: the page says “Latest times it happened”; the page says “Reference” When it is dealt with, write what was done and press Mark as resolved.
Settings » Errors » a row » Mark as resolved — verified: the page says “Open again”
The list is your company's own. Nothing from another company is ever shown here, and the people it names are your own colleagues.