Below is a list of common information requested by the support team when a ticket is submitted. The information provided speeds up the team’s response. If it's an on-premises deployment of Smart Flows, ensure it's up to date and check whether the problem persists.
Identify product characteristics
Specify whether the Smart Flows run on the public cloud, private cloud, or on-premises, and further, provide the version number for both Project and Template Builder.
Provide a Word Template with a local sample
Provide a .docx version that includes an embedded local sample. The sample should first be generated from a data set within Smart Flows and insert into the Word template. This ensures that all required data for investigation is included without the need to access the user’s CRM.
Create a Sample in the Project Console
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1. |
Navigate to the data set experiencing the issue in the Project Console. |
The Basic settings page displays.
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2. |
Select the Samples button. |
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3. |
Select the Create button. |
The Create sample window
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4. |
In the Name field, give the sample a new unique name. |
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5. |
In the Reference field, select the records to include with the sample. |
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6. |
Select the Create button. |
Create a local Sample in the Template Builder
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1. |
Add a Sample to the data set of the template. |
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2. |
Open Word and navigate to the Template Builder. |
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3. |
Open the template that you wish to share. |
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4. |
Select on Samples in the ribbon. |
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5. |
Select the Sample that is added to the data set. |
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6. |
Select the Copy button. |
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7. |
Save the document (ensure to save the copy under a different name). |
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8. |
Save the document as a regular .docx file in the path 'File > Save As'. |
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9. |
Add the saved document to the ticket. |
Get Template Builder Add-in Version
1. Open MS Word and click on Template Builder> About.
2. Review Template Builder Add-In Version.
Retrieve a Flow Run Report
The 'flow run report' is required in order to analyze the error message you have encountered.
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1. |
Navigate to Control panel > Reporting. |
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2. |
Select the flow run that requires examination. |
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3. |
Select Download All. |
Retrieve a Flow Export File
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1. |
In the Flow List window, select the flow. |
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2. |
Select the Export button. |
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3. |
Select the include all dependencies checkbox when prompted. |
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4. |
Select the OK button. |
Get the CRM/ERP version
Get the exact build version of the CRM/ERP, including both major and minor release numbers. If uncertain, send a screenshot.
Microsoft Dynamics 365 CE:
Microsoft Dynamics 365 F&O:
SugarCRM:
Salesforce:
Get the Experlogix Smart Flows Solution Version in Connected Applications
Microsoft Dynamics 365 CE:
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1. |
In Microsoft Dynamics 365 CE, navigate to Settings - Advanced Settings. |
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2. |
In the left menu under Customizations, select Solutions. |
The Power Apps window is displayed with the list of installed solutions.
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3. |
Under Managed section, search for Experlogix Smart Flows > Version. |
Microsoft Dynamics 365 BC:
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1. |
In Microsoft Dynamics 365 Business Central navigate to Settings > Advanced Settings > Extensions. |
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2. |
Locate the Experlogix Documents for 'D365 Business Central' extension. |
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3. |
Open the extension to see the version number. |
SugarCRM:
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1. |
In Sugar CRM navigate to Settings > Admin > Developer Tools > Module Loader. |
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2. |
Locate the 'Experlogix Smart Flows' module to view the version number. |
Get the Experlogix Smart Flows Version Number
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1. |
Go to the Control panel. |
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2. |
Select the About button. |
The Smart Flows Version number displays next to the project version.
Get the Experlogix Documents Version Number
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1. |
On the Project Dashboard, select your profile icon. |
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2. |
Navigate to the About section. |
The product details modal displays with the product version.
