Encore Care App for Support Ticket Submission in Dynamics 365 Business Central

To help streamline our Encore Care support process, we have developed an app for support case submissions that you can send within Dynamics 365 Business Central. If you experience a specific error message, this app will capture the last error message you encountered, and then you will be able to easily send that error message details to us. This can be used for non-error message related support cases as well. The case submission will also automatically include details of the environment and company you are currently in.

To be eligible to use this app, you will need to have an active Encore Care support plan with us. If you are currently not part of our Encore Care plan, please see our Encore Care Support page for more information. If you have any questions, please contact us.

Once the app is installed, the process to submit support tickets to our Care team is as follows:

Search for Log Encore Care Case:

The window below will open:

Automatically Populated:

Case Details

This area is automatically populated. It will include details of the environment you are currently in. This is valuable information that helps our support staff more efficiently start analyzing your support ticket.

Last Error Message

This area is also automatically populated. It will display the last error message that you encountered. Again, this is valuable information that will enable our support staff to efficiently analyze the specific issue and start the troubleshooting process.

Sections You Need to Complete:

Is this the error you are reporting?

If you are submitting a support ticket that is not related to the error message shown in the previous section above, then select No. This will let our support staff know to ignore the last error message shown section.

Additional Details

This is where we ask that you describe the issue you are having in as much detail as possible. Describe things such as:

  • What steps are you taking?
  • When did this start occurring?
  • Is this happening just for you or are other users as wells?
  • What have you tried to troubleshoot this?

Note, this is a required field.

Authorization

By enabling this field, you are aware that your support case submission will be a billable engagement. You will get the following message to confirm:

After you have completed the form, press this button at the top:

And that is all! You will get confirmation that your support case has been submitted and an Encore Care Support team member will contact you to assist.

If you are interested in having this app installed in Dynamics 365 Business Central, please contact us.

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