Always up to date: everything you need to know about Known Issues in your Boltrics product

At Boltrics, we are constantly working to improve our software. However, sometimes a feature may not work quite as expected. When this happens to multiple customers, we refer to it as a ‘Known Issue’. But what exactly does that mean for you? And how can you benefit from it? We will explain it to you in this blog.

What is a Known Issue?

A Known Issue (KI) is a problem in the software that has been identified by Boltrics. For example, a bug or unexpected behavior that may occur for multiple customers.

You can find all relevant Known Issues in your own environment, on the Boltrics – Known Issues page. There you will only see the issues that relate to your installed version of 3PL Dynamics. This is automatically determined based on the ‘Affected versions’ field. This keeps the overview clear, and you only see what applies to you.

What can you find in a Known Issue?

Each Known Issue consists of two parts: the header and the descriptions. The header contains the most important information, such as the title of the issue, the date it was reported or resolved, and the app it relates to.

Below you will find the descriptions, which consist of three parts:

• Description – Here you can read what the problem entails, in which process it occurs, and whether an error message appears.
• Workaround – If a temporary solution is available, the steps for this temporary solution are explained here. This allows you to continue working until a permanent solution is available.
• Solution – Once the issue has been resolved, you will find a description of the permanent solution here. This may mean that a release needs to be carried out or that a functional adjustment is required.

This way, you will always stay informed about known situations and possible solutions without having to submit a support ticket.

What can you do as a customer?

If you see a Known Issue that describes your situation, you can easily subscribe to that specific issue. As soon as the issue is updated – for example, with a workaround or solution – you will automatically receive an email notification. Have you already created a ticket with our support department and does this ticket appear to be linked to a Known Issue? Then our support department will automatically keep you informed of the progress via the Known Issue.

You can easily subscribe via the Subscribe button in the ribbon of the Known Issues page. Select the issue you want to subscribe to and click Subscribe.

What do the statuses mean?

Each Known Issue has a clear status code. This allows you to immediately see what stage the issue is at:

• 020 – REPORTED – The issue has been reported and is being investigated.
• 030 – WORKAROUND – A temporary solution is available. The steps for this are described in the relevant box.
• 040 – SOLUTION – The issue has been resolved. In this box, you will find an explanation of the final solution.

By subscribing, you will automatically be kept informed of any changes or updates to the status of the issue.

Always up to date with the latest developments

The Known Issues page gives you, as a customer, insight into the status of known issues and the corresponding solutions. This allows you to act faster, work more efficiently, and avoid unnecessary contact with our support department.

Do you still have questions or are you unable to find a solution? Please contact our support department. We are happy to help!

Want to know more about submitting an efficient support ticket?
Read our blog about the journey of a support ticket, in which one of our employees explains how your ticket is handled and what you can do yourself to shorten the ticket’s turnaround time.
Or discover how you can provide as complete a description of your problem as possible when submitting a ticket, so that you can be helped even faster.