Reporting an issue
How to report a console problem so it can be resolved without three rounds of questions.
For dispatcher-specific problems there is a fuller checklist in Reporting a dispatcher issue — the Request ID it asks for is what makes those traceable.
Check these three first
| Symptom | Likely cause |
|---|---|
| "I can't see the screen" | Your roles — What you can see, and why |
| "I see fewer rows than my colleague" | Your scope — How scope works in practice |
| "The total is missing an evening" | Business date, not calendar date — Filters, dates and favourites |
None of these are faults, and all three are answered in a minute.
What to include
| Detail | Why |
|---|---|
| Where you were | The area and screen, not just "the console" |
| What you did | The steps, in order |
| What you expected | Often the most useful line, and the one most often missing |
| What happened instead | Including the exact wording of any message |
| When | Date and approximate time |
| Who | Your identifier — it decides your roles and scope, so it determines what you should have seen |
| Brand | If your company has more than one |
| One-off or recurring? | A single occurrence and a pattern point to different causes |
Identifying a specific order
An order needs store, ticket number and source together. A ticket number alone is not unique across stores, so a report with only a number cannot be traced.
If the dispatcher is involved, add the Request ID from the Scheduler — it points to one exact run.
Evidence that helps
- A screenshot of the specific screen showing the problem, with any message visible.
- For an order, its detail screen with timestamps — not a list view.
- If several things are affected, all the identifiers rather than "a few orders this morning".
What doesn't help
- "It's broken" or "it's not working today", without a screen, a time and an example.
- Screenshots of unrelated dashboards.
- A description of the fix you want instead of the behaviour you saw. Say what happened; the cause is often not where it appears.
Before reporting a permissions problem
Say which of the two it is — you can see the screen but not the data, or you can't see the screen at all. The first is scope, the second is a role. That one sentence often resolves it immediately.