What details should you share with the AODocs Support team when you open a ticket?

When you open a ticket for an issue relating to an AODocs document or library, you’re recommended to indicate the relevant IDs, such as the library ID or document ID.

In some cases, you may need to collect HAR files and JavaScript console logs for Google Chrome and share them with the service team in order for them to resolve the issue.

Note: AODocs support agents don’t have access to any of your files in Google Drive.
If you want to share specific Google Drive files to our Support team, share them to: 
support@aodocs.com

Where can you find IDs?
           Library ID
           Document ID
           View ID
           Workflow ID
           Document class name or ID
          Relation ID
           IDs of files in Google Drive
Open AODocs from Google Drive
Collect JavaScript console logs for Google Chrome
Collect HAR files for Google Chrome

Where can you find IDs?

Library ID

You can copy the library ID from the URL when you open your library in the AODocs interface.

The example below shows the library homepage.

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Document ID

You can copy the document ID from the URL when you open a document in the AODocs interface.

Tip: You can also access the library ID from the document URL.

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View ID

You can copy the view ID from the URL when you open a view in the AODocs interface.

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Workflow ID

1. Access the library administration.

2. Select Workflows.

3. Open the required workflow.

Tip: You can also access the library ID from the document class URL.

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Document class name or ID

For now, it's not always possible to recover the document class ID from the URL. If you send the document class name and the library ID to our Support team, this is usually enough to perform troubleshooting. 

However, there are two places where you can find the document class ID in the URL.

In libraries with a workflow:

1. Access the library administration.

2. From the workflow configured for the document class (if one is configured):

  • select Workflows
  • on the required workflow, open the corresponding document class

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You can find the document class ID in the URL.

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In Document Management libraries only:

1. Create a new document in the required document class.

2. Before saving the document, recover the document class ID.

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Relation ID

1. Access the library administration.

2. Select Relations.

3. Open the required relation.

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IDs of files in Google Drive

To find the ID of Google files, open the file. 

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To find the ID of non-Google files:

1. Open the file in the file preview.

2. In the More actions menu select Open in new window.

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You can find the ID of the non-Google file.

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Open AODocs from Google Drive

If you’re working in the Google Drive interface, you can open AODocs to find the IDs in the AODocs interface.

Note: You must have the Smartbar installed to do this.

1. Open your library In Google Drive.

2. Right-click the library root and select Open with > AODocs.

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Collect JavaScript console logs for Google Chrome

1. In Google Chrome, access the page where there is an issue.

2. In the More actions menu, select More tools, then Developer tools.

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3. In the Developer tools panel, select the Console tab.

4. Reload the page and reproduce the issue you were having on the Google Chrome page.

5. In the Console tab, right-click anywhere in the console log section and select Save as. Save the console log file locally and attach it to your ticket.

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Collect HAR files for Google Chrome

1. In Google Chrome, access the page where there is an issue. 

2. In the More actions menu, select More tools, then Developer tools.

3. In the Developer tools panel, select the Network tab.

4. Activate the Record network log button.

5. Select the checkbox Preserve log.  

6. Reload the page and reproduce the issue you were having on the Google Chrome page.

image11.png

7. In the Network tab, right-click anywhere in the network log section and select Save all as HAR with content. Save the HAR file locally and attach it to your ticket.

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