CONTEXT
This guide describes who to contact when you need help in Ajour, how to find help for specific functions, and what information you should provide when you contact support. The guide applies to both web and app.
RELEVANCE
You get faster and more precise help when you go to the right source from the start and describe your request clearly. This guide helps you to:
- find answers to questions about functions without having to contact anyone
- find out whether to contact support, the system administrator or the project administrator
- avoid having your request passed between several people
- give support the information they need to investigate the problem
PREREQUISITES AND REQUIREMENTS
- You can log in to Ajour, or you can describe what prevents you from logging in.
- You know which company’s Ajour system you are using.
- You know which platform you are using (web or app).
- You are able to repeat the error and take a screenshot or video of it.
WHO SHOULD YOU CONTACT – AND WHEN?
| Situation | Contact | Examples |
|---|---|---|
| Help with specific functions | EG Ajour Help or EG Sasha (chatbot). Then contact EG Ajour support if you cannot find an answer. | You want to know how a function works, or you are looking for a guide |
| Technical problems | EG Ajour support | Error messages, functions that do not work as expected, errors in the app or on the web, data that is not displayed or not saved |
| Missing access or permissions to the system | The system administrator | You cannot log in, you are missing a user account, you are missing access to a module or a function, you are missing an A or B license |
| Missing permissions on a specific project | The project administrator | You cannot see a project, you cannot edit or upload files on a project, you are missing access to certain folders on a project |
Tip: If you are unsure who to contact, start with the person closest to you in your daily work (typically the project administrator or the system administrator). They can help you further or contact support on your behalf.
Important: Do not contact EG Ajour support about access and permissions. The system administrator or the project administrator is the one who can give you access.
HELP WITH SPECIFIC FUNCTIONS
If you need help using a specific function, you can often find the answer quickly yourself:
- Feel free to search for help at https://help.ajoursystem.com/da/docs/, where you will find guides for Ajour.
- Use EG Sasha if you prefer to ask your question directly and get an answer right away.
- If you cannot find the help you need, you are always welcome to contact EG Ajour support. If a guide is missing, support can help you further and let the team know that the guide should be created.
Tip: Use the same words that you see in Ajour (for example the name of a button or a field) when you search or write to EG Sasha. You will get more precise answers.
GUIDE (step by step)
Step 1: Decide what your request is about.
- Do you want to know how a function works? Go to Step 2.
- Are you missing access to something you need? Go to Step 3.
- Is something not working as usual, or are you getting an error message? This is a technical problem. Go to Step 4.
Step 2: Search for help with the function yourself.
- Open https://help.ajoursystem.com/da/docs/ and search for the function, or ask your question to EG Sasha.
- If you found the answer, you are done. If you did not, you can contact EG Ajour support. Continue to Step 5.
Step 3: Find out whether the access problem applies to the whole system or only one project.
- If it applies to the whole system, contact the system administrator.
- If it applies only to one specific project, contact the project administrator.
Step 4: Repeat the error if possible, and note your actions step by step. You can then describe what you did right before the error occurred.
Step 5: Take a screenshot of the error, the error message or the place where you are looking for help. Make sure the entire message is visible.
Step 6: Describe the context in your request. Include as much of the following information as possible:
| Information | What to describe | Example |
|---|---|---|
| The error | What does the error consist of, and what did you expect instead? | [example value] |
| System | Which system are you experiencing the error in? | https://[system name].ajoursystem.net |
| Platform | Are you using app or web? | App / Web |
| Device | Which device are you using? Also state the operating system and browser if you use web. | [phone, tablet or computer] |
| Module | Which module were you in? | Inspect & QA / Box / FM / Tender / Administration |
| Function | Which function or action did you use? | [example value] |
| User | Which user were you logged in with? | [your username] |
| Project | Which project were you working in? | [project name] |
| Time | When did the error occur, and does it happen every time? | [date and time] |
| Error message | What does the error message say? Attach a screenshot. | [the exact text] |
Step 7: Send your request to the right contact person.
Step 8: Reply quickly if you are asked for more information. This helps resolve the problem faster.
Tip: Describe one problem per request. This makes it easier to follow up and resolve each problem.
Note: Never write your password in a request.
Example of a good description
“I get this error message [describe] when I click Save in [function] under [module]. I am using [the Ajour app/AjourWeb] on [device], and I am logged in as [username] in the project [project name]. The error first occurred on [date and time] and happens every time. Screenshot attached.”
NEXT STEPS
- Find out who the system administrator and the project administrator are in your organization, and save their contact details.
- Search https://help.ajoursystem.com/da/docs/ or ask EG Sasha before you contact support about functions you are unsure about.
- Check whether your organization has a fixed procedure for creating support requests.