Gathering Troubleshooting Information

From time to time the Easy Agile Support Team may request additional information from you to assist our investigation. Please follow the guides below if you are asked for additional details.

Support Information

Easy Agile User Story Maps

Additional Support Information is available via the 'Help' button located under the (...) menu in the top right corner of the Story Map.


In previous versions of User Story Maps the same information is available from the 'Help & feedback' button.


You'll then see the following dialog:


Click on the (info) in the top right to see the support information. You can then copy and paste those details into your support request.



Easy Agile Roadmaps


Additional Support Information is available via the '?' button located in the top right corner of the Roadmap.


You'll then see the following dialog:


Click on the (info) in the top right to see the support information. You can then copy and paste those details into your support request.



Easy Agile Programs


Additional Support Information is available via the '?' button located in the top right corner of any page in Easy Agile Programs. 


You'll then see the following dialog:

Click on the (info) in the top right to see the support information. You can then copy and paste those details into your support request.



Javascript Console

This information is tricky to get, yet can help us immensely.

Chrome

Open 'Developer Tools' from under 'More Tools':

Then select the Console tab:

Right-click on the console and select 'Save as...'. Save the file and then attach it to the support request.

Firefox


Open 'Web Console' from under 'Web Developer':

    



Then right-click on the console and select 'Export visible messages to' then select 'File'

Internet Explorer

Open 'F12 Developer Tools':

Then select the Console tab:

Right-click on the console and select 'Copy all'. Save that to a text file and then attach to the support request.



Obtaining a HAR file

For some support requests we may ask you to send our support team a HAR file.

HAR files are a log of all the data used to display the current page. They can be invaluable for diagnosing an issue but they contain sensitive information. Depending on the page this may include the content of displayed Jira issues and your browser cookies which could allow someone with access to the HAR file to impersonate you.

Easy Agile delete all copies of HAR files received from customers once they've been analysed. If you're unable to send us a HAR file we can alternatively schedule a time with the development team to diagnose an issue remotely over a screen sharing session.

Instructions for generating a HAR file can be found here.