Overview
Getting help with Avantalytics is easy and can be done in a number of ways, but a core part of this is the submission of support tickets. Common help requests stem from new item activations, new users, password resets, help with changing custom regions and groups, help with reports and much more. Whatever the issue - we're here to help! Keep reading below to make sure that you give us the information we need to help you the first time - this can save a lot of lag time between support responses and follow-up questions.
Help With Reports / Reporting
Reports are set up so that each report you run has a unique identifier corresponding to both the report and the specific parameters you've chosen for the report. In this way, the identifier serves as the quickest way for us to reference the report to diagnose any problem or question you may be having. No other piece of information is more helpful to us than this.
Where is this idenitifier?
When you run a report - a new browser window will open and the report should eventually generate in this browser tab. The URL in this browser tab has the report ID embedded in it, so the easiest way to give us a reference to this important information is to simply include the entire URL in your support ticket. An example is shown below with highlights:
Make things easy - just copy and past the entire URL - we can handle it from there.
Note: often times people will send us the URL of the main application - this is not what we need as no information is held in it. An example of the main application URL is:
https://www.avantalytics.com/saas/index.php
Notice how there is no information for us to glean in the URL compared to the screenshot.
Webquery
If you're having trouble with a webquery, the main information we need to help you is the Excel file with the webquery in it. Its often the case that the webquery was embedded incorrectly or there is an issue with a specific version of Excel. By including the file you give us the ability to open it and attempt to refresh it as you would. Providing the webquery URL is also helpful because it lets us diagnose the report itself. Please provide both if at all possible. If your workbook contains many worksheets or webqueries - please include the name of the worksheet for the webquery that is causing you issues.