Sharing exact error text and screenshots with Support

Effective Ticket Information

In order to have the most productive experience with the Acquia Support Team, when filing a Support ticket please include:

• The exact error text as text
• The URL(s) or path of any problematic page(s) as text, and
• A screenshot of the same page(s), showing the browser's "URL bar"

Example:

Error message: "No entity selected"
URL: https://yourwebsite.com/node/4651/edit?destination=/admin/content 
Screenshot: (Sample error with the address bar shown in the browser window)

How does this information help Acquia Support work with me?

Written Error, URL, and Screenshot

Having both text and screenshot of an error reduces the amount of time the Support Team spends recreating an error, retyping an error message from a screenshot, or doing guesswork. Although it may feel redundant to provide the error message and a screenshot, it means your ticket is solved faster and has less back-and-forth communication to solicit further details from you or your colleagues. It also reduces the chance of human error, such as typos or misunderstanding, on Acquia's part while troubleshooting a website issue.

Including the full URL of the page(s) impacted allows Acquia Support to quickly visit the correct page. This is especially helpful for complex or multi-step errors/issues impacting a website, as there will never be a problem keeping the right textual URLs with the corresponding screenshots or errors.

A Positive Experience With Acquia Support

By providing the necessary information when filing a ticket, the better and quicker the Acquia Support Team will be able to assist you!