What can I check on my own?
Have you experienced problems with a Scheer PAS component and want to determine the causes? You can easily check the following points yourself together with your IT:
Component-independent
In Case of Problems with Process Mining
- Have you added the service whose data is to be analyzed correctly to the collector?
- Is the transaction logging in the Bridge activated for this service (for further information see BRIDGE Documentation > xUML Service Details)?
In Case of Problems with Mobile
- Is there/was there an active data connection (WLAN/LTE)?
- Do you work in online or offline mode?
- Are errors displayed in the app (application/synchronization errors)? If so, can these be resolved via the function Fehler beheben (see Mobile Guide > Fehlerbehandlung in der App)?
We are ready to help!
If you need assistance with using Scheer PAS, don't be desperate: We are happy to help you!
- First of all you can consult our complete technical documentation.
The documentation is divided into several guides - one for each platform component.
You can search the complete documentation using the search box on the documentation start page. You can search a dedicated guide using the search box on the left, on top of the content tree. - If you can't solve your problem with help of the documentation, you can file a ticket to our support team at support@scheer-pas.com.
Please note the information under Filing a Support Ticket further below. All mails to our support mailbox will open a ticket in our service desk.
Optionally, you may use our service desk portal. There, you can manage your tickets and raise new support requests. Using the portal requires you to register your email address, which will not take much time.
Filing a Support Ticket
To help you with your problem, our support team needs some information on your software and environment. The information required depends on the particular PAS component for which you need help.
You can find all component-independent as well as all component-specific information required for a support request under Information to Include in a Support Request.