Submitting a Ticket for Help & Support

You can submit a support ticket in a few ways.

You can select the question mark on the top right side of your Decision logic screen and that will bring you to the Decision Logic Help Center where a ticket can be created for the Help Center to assist you.

You can also email them directly at helpdesk@decisionlogic.co

All responses and correspondence will be sent to your email. You do not have to log in to the Decision Logic Help Center to submit a ticket.

(warning) If you would like to view all of your tickets including attachments and any ticket that you have been added to, you must log in to the Decision Logic Help Center.

(star) If you cannot recall your password please select Can't log in? at: http://decisionlogic.atlassian.net/

We will take the information you provide and try to review or recreate any error.

The more information we have, the faster we will be able to assist in getting to a resolution. 

Information to include with your request:

  • The report you are viewing

Example1: Reports> Cost and Variance> Cost of Goods Sold> Las Vegas, P4w2 

Example 2: COGS, Las Vegas, April 10-April 18

  • The store or stores you are referring to
  • The period and week or the date
  • The issue
  • The date you first noticed that the issue began occurring
  • Any recent changes that have been made

Examples are: bid files changes, order guide or menu set changes, etc

  • The results you are expecting and the results that are reporting
  • Screenshots (these are very helpful)
  • A video of the error
  • The username, or the user account they are logged in under
  • The Ingredient name (as found on your Inventory or Ingredient Management)
  • The distributor, order guide, pack size and price (if we are adding manual bid files for concierge services)
  • Any additional detailed information that is pertinent to your request for assistance
  • Payroll request should be as detailed as possible.
  • If you have made changes to your POS to correct hours and they are not updating in Decision Logic, you will want to check that the payroll is Unlocked.

(star)Note, we ask that you do not ever submit a Social Security Number. You will want to provide the full name of an employee and their last 4 digits of their SSN. 

Issue Types

Each ticket has an issue type and are used to distinguish differences between the types of support issues.

Fault 

  • This is any perceived issue or problem with Decision Logic.
  • Examples of this are 'My sales data isn't in DL' or 'The TvA Store Summary report is wrong', or 'I can't use the Managers Toolbox app to do waste sheet'.

Support Task 

  • Any task that we are being asked to do so that users can go about their business.
  • Examples are 'I need help setting up a new store', 'I need the GUID for my current store X so that I can replace the POS computer', and 'I need a COGS update'

Question 

  • Any request for more information about Decision Logic.
  • Examples include 'How is Net Sales being calculated?', 'Can you provide documentation on X?', and 'What steps do I take to set up Line Check?'

Concierge Request 

  • Any task that falls under Concierge services, for clients who subscribe to this tier of support.
  • We do some DL Admin work for clients who have contracted with us.

Export Request 

  • Used in special circumstances when we have been asked to provide a custom export.

For additional questions or assistance, please submit a support ticket by visiting the Decision Logic Help Center.

All training videos are located in the /wiki/spaces/CKB/pages/1121779733