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FAQs

How do I get support for Drupal issues?

To get support when you encounter issues using our Drupal Content Management System (CMS), you want to first take a look at the Drupal FAQ listing:

Browse that list first to see if you question is answered. If not, you want to initiate a request via our Support Process.

Support Process

To initiate a support request, send an email to ucomm-support@pdx.edu. Sending a message there automatically creates a ticket in our support request system. Sending an email to that address will get the proper eyes on your issue as quickly as possible. We try very hard to respond to any tickets within 24 business hours, but here are a few guidelines to help expidite the process:

1. Include a descriptive subject line. Instead of just writing "my site is broken" in the subject line, include some keywords from the task you are trying to accomplish along with the name/URL of the site you are working on. For example, if you were having trouble uploading files and you are working on the Admissions site, then perhaps the subject line might say "problems uploading DOC files on /admissions". This will help us assign your issue to the proper support person.

2. Be as descriptive as possible. Again, here you want to tell us exactly what you were trying to accomplish. What URL were you on? What failed and caused a problem? Is there a difference between what you see when logged in and logged out? Etc. The more information you can give us up front, the easier it will be to diagnose the problem.

3. Tell us about your workstation. It is often helpful to know what operating system (Windows, Mac, Linux, etc.), version (7, XP, Leopard, etc), and which browser (Firefox, Internet Explorer, Chrome, Safari, etc), and version. Some known issues are limited to specific combinations of operating sytems and browsers.

4. Include or attach screenshots. One of the easiest ways to convey detailed information about the problem is with screenshots. Many times issues you encounter will be paired with an error message. It is very helful to see the state of your view in troubleshooting problems.

If you don't know how to take a screen shot, check out these resources:

Generally your support request will be followed up with a probe for clarification of the issue and surrounding circumstances. The more information you can give us up-front, the faster we can solve your issue.