帮助 · 49
Something is wrong: how do I report it?
How to report a problem or ask A-REX support a question, exactly what context is sent with it, and how to remove any part of it.
When something does not work as expected, tell A-REX support from the console. Support gets the context it needs to help you quickly, and you see and choose every part of it before it is sent.
Where to report it
- In the help panel (the ? in the header), select Report a problem for something broken, or Contact support for a question.
- When an error message appears, use its Report a problem link: the failed request is included.
- At the end of a help article, after answering "no" to Was this helpful?, you can contact support with the article attached.
- Signed out? Use Contact support on the sign-in page ("Can't sign in?"), at /support/contact on the console's address. You confirm your email address with a link before the request is created.
The form asks for a subject, a description, a category and the impact ("Blocked, I can't work", "Something is wrong but I can continue", "Question" or "Suggestion"). You can link the lot, delivery, approval or report concerned, and choose who in your company sees the request. While you type, it suggests help articles that may already answer it.
What is sent with a problem report
Under "What we'll include", each item has its own checkbox. Untick any item to leave it out.
| Item | Ticked by default | What it contains |
|---|---|---|
| The current page, as a link | yes | the page address, keeping only the parts that identify the page; search text and other parameters are dropped |
| The record on screen | yes | a link to the lot, approval or other record you are looking at |
| Help you already read | yes | the help topic of the page, the articles you opened and your help search |
| Failed requests | yes | up to five recent errors: their code, time and reference number, never their content |
| App version | yes | the version of the console and of the service |
| Your setup | yes | browser name and main version, operating system, window size, language, time zone and theme |
| Your assistant conversation | no | if you tick it, the last messages as you see them, shown in full before sending |
What is never captured
Nothing is captured automatically or in the background. The console never sends cookies, stored data, form values or the contents of requests and answers. It never takes a screenshot: if a picture helps, paste one yourself, and check that it shows only what you mean to share.
What happens next
Support answers on working days, Monday to Friday, 09:00 to 18:00 Brasília time, in Portuguese, Spanish or English. Replies arrive by email and in the console. If support needs to look at your records, it asks first, and only an owner can grant access, for a limited time; every look is recorded in your audit log.