You can submit information regarding questions or issues
with Rational Synergy to Rational Synergy Support by using the Submit
Request dialog box. This dialog box will automatically
fill in Synergy and system information, and guide you through adding
supporting files, snapshots, and video captures.
About this task
Start the Submit
Request dialog box by using the Help menu Submit
Support Request option. If you encounter an Unhandled
Runtime Exception error, the dialog box contains a Submit
Support Request button. Click it to start the Submit
Request dialog box.
Procedure
- If you are starting the Submit
Request dialog box, point to the Help menu,
and then choose Submit Support Request.
The Submit Request dialog
box appears.
- Fill in the problem information.
- Impact
Select
the description that best describes your situation.
- Summary
Provide
a short synopsis of your issue or question.
- Problem
Describe
the problem or question, using as much detail as possible.
- Attach supporting information.
- Add File(s)
Click
this button to open an explorer to the file system where you can select
one or more files to send to Support.
You can
edit the file description by double-clicking on it, in the Item
Description column.
- Add Snapshot
Click
this button to take the snapshot that will be used by the default
screen capture tool.
You can edit the snapshot
description by double-clicking on it, in the Item Description column.
- Add Video Capture
Click this button to take the video capture.
You can edit the video capture description by double-clicking
on it, under Item Description.
- View/Play, Remove, Remove
All
* Select a file, then click View/Play to
view file(s) and snapshot(s) or to play video capture(s).
* Select a file, then click Remove to
remove it.
* Click Remove All to
remove everything from the selection set. You must confirm that you
want to delete all files before they are removed.
- Send the request email message to Rational
Synergy Support.
Your administrator might
configure the email address to go to a company-internal address. This
enables the company Rational Synergy experts to review requests to
ensure they are valid and do not contain company-confidential information
before passing them on to Rational Synergy Support.
You
can send email manually or automatically.
- Manual
You can send an email manually
if you have filled out the Summary and Problem fields.
Once you fill in those fields, the Just Text (No Email) button
is active. Click it to open the Formatted E-Mail Content dialog
box. Copy all the information in it to your email tool. Be sure to
add the attachment before sending.
- Automatic
Send the email automatically
by clicking the Preview and Send button. Be
sure to attach the zip file to the email before sending it.