Support
Support Helpdesk
Error description
4min
When reporting an error or a bug in the Purple Platform via the Support Helpdesk, you should deliver several details, so that we can allocate your issue and efficiently work on resolving your problem. Learn How to report an error
Your error description in the support ticket should ideally contain the following information (if applicable):
- Affected feature: e.g. search function, publishing, issue download
- Description of the problem (as detailed as possible):
- Detailed error description: e.g. the issue download in the 'my project app' doesn't work: When I tab on it as a logged-in user, the content doesn't load. I received the error warning 'download not possible'.
- Exact date and time
- Reproduction steps:
- Reproduction Steps: e.g. open the app, go to the newsstand, open issue no. 3, tab on 'Download'
- Expected result: e.g. the issue opens
- Actual result: e.g. I receive an error
- Troubleshooting: Have you already tried to troubleshoot? Have you already checked the Purple docs for documentation to troubleshoot? Which docs have you used?
- Device type and Operating System Version: E.g. iPhone 13 with iOS 17
- Browser and Version: e.g. Google Chrome Version 119.0.6045.199
- App Template and/or Experience Version: E.g. Purple AppTemplate 10.4, Experience 2.7.
- Environment: Please provide all relevant system links
- Hub: Hub link and affected article URL
- App: Purple Manager URL
- Web-reader: URL + Purple Manager URL of the app
- Website: URL
- Importer: sFTP User and access Link
- Screenshots or screen recordings of the behaviour
Besides, you are asked to assess the Support Categories of the occurred problems before submitting the ticket.
Please find an example of an ideal error description here:
