# 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](/books/console-yF7/page/reporting-a-dispatcher-issue) — the Request ID it asks for is what makes those traceable.

## Check these three first

A large share of reports resolve here, without anyone else being involved:

| Symptom | Likely cause |
|---|---|
| "I can't see the screen" | Your roles — [What you can see, and why](/books/console-yF7/page/what-you-can-see-and-why) |
| "I see fewer rows than my colleague" | Your scope — [How scope works in practice](/books/console-yF7/page/how-scope-works-in-practice) |
| "The total is missing an evening" | Business date, not calendar date — [Filters, dates and favourites](/books/console-yF7/page/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.