If your support request relates to an error in Legatics, providing detailed and accurate information is key to ensuring a fast and effective resolution. This article outlines the essential details to include, such as screenshots, steps to reproduce the error, and relevant context, to help our team diagnose and address your issue efficiently.
Don't provide matter data: If you do provide screenshots of issues, redact sensitive information. And don't include information about your matter like it's name.
For every error support request
When reporting an error, please provide the following information:
Description: What were you doing before the issue occurred?
Error details: What errors or error messages are you getting
URL: The full URL of the page where the error occurred
List ID: We only need this if the issue happened in a list. See below.
Time: The time (and timezone) when the error occurred
Browser: Your browser and its version (eg Chrome 119.0)
Error screenshots: Attach any screenshot of the error messages in Legatics that you see
Copy and paste this template for your request:
Description:
Error details:
URL:
List ID:
Time:
Browser:
Error screenshots:
If you get an error page
If you get a dedicated error page, please include:
the screenshot of the page; and
the text of the support details displayed in the error page
Heads-up: Make sure you copy the text in the error page. We can't extract this from the screenshot.
If your error happens in a list, the signing view or a binder
We need the list ID to resolve the issue. To find the list ID:
navigate to the list
click the cog icon at the top right of the list,
in the pop-up that appears, press the copy icon to copy the list ID
This will also copy the matter ID, user ID and instance you're working on. Provide us with all this information in your support request.
