Send Support Issue - CAPTUREit - Foundation 23.1 - Foundation 23.1 - AnyDoc - external

CAPTUREit

Platform
AnyDoc
Product
CAPTUREit
Release
Foundation 23.1
License

The Send Batch Support Issue option provides a tool to facilitate reporting problems to AnyDoc's Technical Support department. You are prompted for the e-mail information and the appropriate files (batch, profile, trace files, OCR for AnyDoc form family) are e-mailed. When sending a batch support issue, the selected batch is included in the support files that are sent.

Each time a support issue is generated, all support files are saved in a unique folder within the destination directory's Support folder. Each unique folder is named in the YYYYMMDD_HHMMSS format.

  1. From the Workflow Manager window, right-click a batch and click Send Batch Support Issue. The Send Support E-Mail window is displayed.
  2. Enter a Destination Directory for Support File or click the Ellipsis button to browse to the directory's location. This is where the files are written before they are sent.
  3. Select the Batch to Include.
  4. If the capture profile's destination is an OCR for AnyDoc form family, you may want to send a backup .ZIP file of the form family created in OCR for AnyDoc. Enter the location and file name in the OCR for AnyDoc® Form Family ZIP File to Include field or click the Ellipsis button to browse to the file's location.
  5. Select the Include CAPTUREit® Server Trace Files check box to save the CAPTUREit server trace files with the support issue files.
  6. To write the support issue files to a temporary directory and not send via e-mail, clear the Send E-mail check box and click Finish. A confirmation dialog box displays the location of the support files in the temporary directory.

    Click OK to close the confirmation dialog box, or click Open Folder to open the temporary directory where the files are located.

  7. To e-mail the support issue files, select the Send E-Mail check box and click Next. The E-Mail Recipients window is displayed.
    Note:

    If the Send E-Mail check box is unavailable, click Configure E-mail Server to set up the email server for sending the support issue. See Configure E-Mail Settings.

  8. Enter a recipient e-mail address in the From Address field.
  9. If using Microsoft Outlook or Microsoft Exchange Server, when typing an address into the E-Mail Address field, click Check to have OCR for AnyDoc look up the address in Outlook's Contacts list and in Exchange Server's Global Address List. If the address is found, the text is replaced with the address; this may correct errors in the address, as well.
  10. Click either the Add To button or the Add CC button to add the e-mail address to the appropriate list.
  11. Repeat steps 8 through 10 to add more e-mail addresses, if necessary.
  12. To remove an address, highlight the address in either the To: or Cc: field and click the Remove button under that field.
  13. The Lookup button, located beneath the To: and Cc: fields, is used to list all addresses in Microsoft Outlook or in the Global Address List. Select addresses by selecting the check box next to the address and clicking OK.
  14. When you are finished adding e-mail addresses, click Next. The E-Mail Subject & Body window is displayed.
  15. Enter a subject in the E-Mail Subject Line field.
  16. Enter a message in the E-Mail Body Text field.
  17. Click Finish. A confirmation message is displayed confirming that the support e-mail was successfully sent.