A Service Desk request for login issues in ESS must contain sufficient detail to allow proper analysis of the problem.
Required Information
Include the following information in your request:
- Indicate at which point in the login process the error message appears
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Provide a concrete example, including:
- ESS username of the employee
- Date and exact time of the failed login attempt
- A screen recording of the full login process (from start until the error code or spinner), or a screenshot of the error message
- Indicate approximately how many employees are affected by the issue
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Specify the operating system of the phones:
- Android or iOS
- Including version number
- Describe which steps have already been taken to resolve the issue
- Indicate whether there have been any recent projects or changes related to this functionality
- Provide a HAR (HTTP Archive) file, if possible: OWS- Service – How-To – Creating a HAR File for Login Issues with Cloud Application – ORTEC
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