Required information by support request

What information will help the support team?

Introduction

No software is completely error-free. Issues can occur, or disruptions may happen elsewhere. Planned maintenance work is also part of the service.

To ensure we can help you as quickly and efficiently as possible, a complete description of the issue is very important. When you contact us via the contact form, the requests land in the support system of the respective university.

Please ensure the subject line is clear and the description of the problem is factual. This helps us prioritize the ticket correctly and process it faster.

General Tips

  • Check Help Pages: Before contacting us, please check our Help Pages, especially the FAQ section. Many questions can be answered there.
  • Contact Method: Please provide an email address through which we can reach you.
  • Sciebo ID: Most error messages require your Sciebo ID for assignment.
  • Reproduction: Please describe in detail which steps led to the error.
  • Duration: Is the error permanent or sporadic? In doubt, please test the issue again after a short while.
  • Point of Contact: As an end user, please contact your university directly (contact form or support email address).
  • Screenshots: Images often say more than text. If possible, attach screenshots in PNG or JPG format. (A feature to upload screenshots via the contact form is in planning).
  • Feedback: We welcome feedback. Since we use Nextcloud, adjustments are limited by the manufacturer’s capabilities. Additional applications can only be included if data sovereignty is guaranteed and the manufacturer provides support.
  • Client Issues: Client log files are often helpful. Please check the client settings under “Sync History” for errors. The client version is also important. For many errors (e.g., regarding file names), the client often provides hints on how you can resolve the issue yourself.
  • Ticket Communication: When replying to a ticket, please keep the original subject line. The “Ticket-Hook” is necessary for the system to maintain the assignment. Otherwise, the ticket must be reassigned, which extends processing time.
  • Guest Users: If you report an issue as a guest user, please mention your Sponsor and their Sciebo ID. This allows us to investigate faster.

Checklist for Reporting

Please fill out the following points as completely as possible to facilitate processing:

  1. Sciebo ID: (Required; for guest users, this is the registered email address)

  2. University: (Required; for guest users: ID of the Sponsor)

  3. Where did the issue occur?

    • Sciebo Web Interface
    • Sciebo Desktop Client
    • Sciebo/Nextcloud Mobile App
    • Other (please explain)

  4. Detailed Problem Description: (What exactly happened?)

  5. Can you reproduce the error? (Which actions did you perform? What did you expect?)

  6. Frequency:

    • The error occurs always.
    • The error occurs sporadically.
    • The error has occurred only once so far.

  7. Time: (Date and Time – please note time zone if applicable)

  8. Affected Users:

    • Yes, multiple (please provide Sciebo IDs)
    • No, only me.
    • I do not know.

  9. Technical Details (Client/Environment):

    • Client Version: [e.g., Desktop 4.0.4]
    • Operating System: [e.g., Windows 11, macOS, Linux]
    • Browser: [if applicable]

  10. Error Messages & Logs:

    • Error in Web Interface (Screenshots)
    • Client Logs