Communicating with Datamine Support to Report a Problem

Problem: An error is encountered when working with a job in CCLAS EL. Effective communication of the problem has to be made when lodging a Support Request with Datamine Support, to assist them in resolving the issue.

Solution:

  1. Datamine provides global support for CCLAS. If you are a licensed CCLAS user, you can request support via the Support Portal, by sending an email to support.cclas@dataminesoftware.com or by calling support (for Australia +61 7 3248 0070).

  2. Before contacting support, you should perform some basic troubleshooting of the issue. This allows you to gather information on the issue to pass on to the support team. Providing detailed information assists the support team to find the cause and resolution to your issue. The required information includes:

    1. Name of site
    2. Name of contact person for this issue and the contact details
    3. Name of application with the issue
    4. Time at which the issue occurred or was noticed
    5. The application involved, for example, CCSCHM, CCREGN
    6. A detailed description of the issue and what the expected results should have been, including screen grabs of the error
    7. A detailed description of any related incident, for example, server failure
    8. Actions taken to resolve the issue, if any
    9. The current status of the system.

  3. Where the problem concerns working with a job in CCLAS EL, then:

    1. Create a backup of the job. To do this, access the Job application. Locate the job, then right-click and select Archive » and keep job to create a jobNumber.ZIP file. Depending on how the archiving process is configured in your system, the ZIP file is created either in the Archive folder under the CCLAS EL root folder, or in the folder structure under the Archive folder that relates to the date that the job was registered.

      Note: It is very important to use the and keep job option so that the job is not removed from your system.

    2. Include the job number in the support request or email subject, and attach the backup of the job.

    3. Where the problem concerns working with a labbatch in CCLAS EL, then create a backup of the labbatch job and of each related parent job, then include the labbatch job number in the support request or email subject, and attach the backups of the labbatch job and of each related parent job.

      Tip: The related parent job is embedded into the Sample Idents of samples in a labbatch job.