You use this program to supply support teams with relevant information about the configuration and usage details of all companies in your SYSPRO environment.
The aim is to facilitate the diagnostic process for the speedy and efficient resolution of issues you may encounter. The extracted information is encrypted and compressed before being emailed to SYSPRO for analysis and troubleshooting by the relevant support team.
| Field | Description |
|---|---|
| Process | Select this to extract the diagnostic information to
the \Base\Settings\Diag_support folder.
The information is extracted to a folder in the format:
diag_CCYY_MM_DD_HH_MM_SS. A system message indicates the name of the folder created and provides you with the option to compress and email the diagnostic information. Yes encrypts, compresses and emails the information to SYSPRO (the information is uploaded to SYSPRO's Microsoft Azure platform for the support teams to access). No leaves the information without emailing it to SYSPRO. You will need to re-run the extract to send the information at a later stage. An additional message lets you delete the diagnostic information - an operation that cannot be undone once confirmed. |
| Field | Description |
|---|---|
| Event details | |
| Event number | Enter the SYSPRO event number that requires this extract of diagnostic information. |
| Support ticked number | Enter the ticket number from your regional support office (If you don't have the SYSPRO event number). |
| Reference | Enter a reference for the extracted information (up to 20 characters). |
| Comments | Enter any additional information that may assist the support personnel (up to 1000 characters). |
Ensure that you have configured your company Email/SMTP settings.
The program requires certain email details to be configured before it can email the extracted information to SYSPRO. Information is extracted when you select the Process button and confirm your approval for the information to be emailed.