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CDIT New Support Case Form
All new support cases must be opened by completing this form. To ensure timely response and resolution to your case, please provide as much of the following information as possible (asterisk fields are mandatory):
*Company Name
Date system was last operational
*Contact Name
Date/Time issue was encountered
*Email Address
*Phone Number
*Severity
1 - Non Operational: System Down
2 - Critical Impact: System functional but major functions not working properly
3 - Non-Critical Impact: Does not impact ongoing work or have a critical impact
4 - Operational Support
*Product
Scanner Make
Software Version
Scanner Model
Category
Interface
Service Pack for Software
Network O/S
VRS
Client O/S
VRS Version
VRS Service Pack
*Subject/Summary (100 character limit)
*Description of the problem (including Application and Module Name), full text of all error messages (if screen shots are not provided), and any other relevant information. (550 character limit)
Description of any recent system changes (i.e. upgrades, patches, etc.), and steps taken to reproduce issue (300 character limit)
Attachments
It is very helpful to have screen shots when diagnosing a problem. This can be done by pressing "Alt" + "Print Screen" to create a screen capture of any errors, paste them into a Word document, and then attach the file below.
If it is an Ascent Capture error occurring, please attach the Ascent logs and error files. These can be found at [installation directory]\Ascent\Logs for standalone installs, and [installation directory]\AscentSS\AscentSV\Logs for client server installs. The first two numbers in the filename represent the year, and the last two represent the day. Please ensure that you attach the correct files for the date that the issue occurred.
The file size of all attachment must not exceed 5 Mb
File(s):
File(s) Description (max 300 character limit):
Please be patient while your email is sent. This may take up to 3 minutes depending on how many files you attach.
If you are encountering issues with this form, please submit your support request by calling call (416) 640-0706 “press 4", or emailing support@cdit.com.
