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ICRTouch Forum Guidelines

Forums Guidelines

or...

Ask a Better Question, Get a Better Answer

We want to help, we like to help and we're here to help. So help us help you!

 

Provide cogent information, full text of error messages (not just the bits you think are important or similar sounding errors that are ultimately made up), logs, steps taken to reproduce the problem and any theories you've come up with. It'll do wonders for your responses!


Do You Even Need To Post?


Before you even make a post, have you checked the manual and other documentation available for the product? Have you searched the forum and Google for an answer to your problem? There is every chance that someone else has encountered and solved your problem before!


Use The Right Forum!


First, make sure your post is going into the relevant support forum for the product you are requesting support on. Members of our support team who work on those products monitor their own areas of expertise more closely, so you are likely to get a faster response if you post in the right place.


Suggested Post Format


Thread Title


Ask a question or make a statement. Make it clear and concise. Let us know in just a few words the kind of help you need.


A lot of forum users review the 'New Content' section of the forum or receive email notifications, people are more likely to click on a post where it is obvious the person has done some groundwork, and less likely to answer titles like these:

     
  • "TouchPoint" ... in the TouchPoint forum.
  • "XYZ is broken!"
  • "LMN crashes!"
  • "Some question easily answered by using the search function or by using Google"
  • “Some question not related to the ICRTouch software”

The Body


Aim to spend as little of the reader's effort as possible to get an answer. Unless the problem you are having is extremely simple, we would suggest you follow this format for your post:

 
Issue Summary

Provide a few sentences first, summarizing the issue. This way we have the idea in mind before we start looking at what you've done.


Issue Details

Now tell us what you (not just the customer) did, what you saw, and what you expected to see with a concise set of details.


Tell us:

What you did

Tell us the steps required in order to reproduce the problem, what the customer has done prior to contacting you and don't skimp on information even if you feel that it isn't relevant. Always worth asking the customer for extra information, phrases like "the customer didn't tell me that" or "I'm just the messenger" won't be appreciated.


What your saw

Now describe to us what you saw. Include full error message texts. If you think it will help, post a video or a screenshot or code snippet. But don't do this in lieu of a description of what you saw. This is critical. It helps us understand why you think there is a problem.


What you expected to see

Tell us your expectations and how the results differed. This may be different to what you actually saw.


Code and Assets

If relevant to your issue, be sure to provide code and/or assets demonstrating the issue, but just the part we need to see, and please use the forums formatting tools. We don't want to wade through your 1000 line etal script because you need to know how to print one variable to screen!


Your Environment

Give us a concise description of your setup. Answer these questions:


What product, and what exact release of the product are you using?


E.G. TouchPoint 2.62.1


What is your working environment like?


What Operating System are you running? What hardware are you running it on? Are there any special or unusual circumstances with this particular install? It's amazing how many times people 'forget' to mention that they have some unique network configuration that we couldn't possibly have second guessed, which turns out to be the cause of the issue!


Where did you encounter the problem (all cases)?


It is often very helpful to know that the problem occurred in one scenario and not another, tell us about the failing cases and the succeeding ones if you have any.


Steps You Took

Did you try to find the cause of this problem? If so, tell us what you tried. People like to know what groundwork you've done, so they don't waste time telling you to try the basics, which you've already done.


Research Steps

Did you try to find a solution on the web or in the forums? If so, share links to the resources you examined. Don't go crazy and post 100 links, but knowing a little bit about where you went for help will help us to help you as well as to avoid giving your answers you've already tried.


After The Problem Is Solved


Don't forget, posting to the forums isn't just about helping yourself. It is about helping others who will encounter similar issues.


Be sure to do the following:


If someone posts an answer that helps you, be sure to post back that, "Yes, that solved my problem." Not only will this encourage future help, but future readers will know the solution worked then (even if it no longer does).


If you solve the problem on your own, share the solution. This keeps others from wasting time answering a solved problem, AND helps future readers.


Formatting Do's and Don'ts


Consider this question, "If you don't spend the time making your post easy to read and understand, why should anyone spend the time reading and answering it?"

  • Format Your Post - Don't write the whole post as one long paragraph. Break it up, add some space between sections. Use tables, use code formatting. The easier your post is to read, the more likely it is to get read (and answered).
  • Format Your Code - Don't just post a mess of code as plain text. Wrap it in a code box and make sure it is nicely formatted. It is already hard to understand someone else's coding style. Don't make us struggle.
  • DO NOT USE ALL CAPS. - This is generally treated as yelling. It rubs some folks the wrong way and isn't going to get you any more help than lower-case.
  • Read your post after you submit it and correct issues. - After you post your question, go back and read it. If you misspelled something, edit the post and correct it. If the code formatting got messed up , go back and correct it. Whatever you do, don't fire and forget.

Why Put In This Effort?


If you don't take the time to post a proper and well thought out question, why should others spend their precious time to help you?


Second, many find that once you've put in the effort needed to post a question following these guidelines, the answer often comes to you and you get a solution much faster. Often spending the time to express a problem clearly to someone else, and then to read what you've written can give you a fresh perspective and may result in the solution; you may even realise that the customer's query does not have any logical sense or grounding in the way they run their business.


Our support team and our network of dealers who frequent this forum are generally extremely responsive and helpful. If your issue appears to be getting no responses... you're probably doing it wrong!