Writing SyteLine Support Tickets That Get Resolved Faster

Structuring Your Support Ticket

Infor support engineers evaluate tickets based on reproducibility, environment context, and business impact within the first 30 minutes of assignment. Tickets that require multiple back-and-forth clarifications before investigation begins add days to resolution. Front-loading your ticket with the right information eliminates this cycle.

• Include SyteLine version, service pack, and hotfix level from Help > About in the SyteLine application
• Specify the exact form name, IDO name, and field where the issue occurs with the menu navigation path
• Provide step-by-step reproduction instructions starting from a clean SyteLine session
• Attach screenshots, error messages (full text), and relevant SQL trace output from the event log
• State the business impact: number of affected users, process blocked, and any workaround in use

Severity Classification and Escalation

Infor uses a four-tier severity system that determines response time SLAs. Misclassifying severity wastes both your time and Infor's triage capacity. Severity 1 is reserved for production-down situations affecting all users, while Severity 4 covers cosmetic issues and feature requests.

Understanding the classification criteria lets you set appropriate expectations with your business stakeholders.

• Severity 1: complete production stoppage, no workaround, all users affected, target 4-hour initial response
• Severity 2: major functionality impaired with significant business impact, target 8-hour initial response
• Severity 3: moderate impact with workaround available, target 2-business-day initial response
• Severity 4: minor issue, cosmetic defect, or enhancement request, target 5-business-day initial response
• Escalation path: Customer Success Manager > Support Manager > VP Support for stalled Severity 1-2 cases

Maximizing Resolution Speed

Beyond initial ticket quality, ongoing case management practices significantly influence resolution timelines. Responding promptly to Infor's information requests, providing remote access when appropriate, and engaging your Infor Customer Success Manager for pattern issues transforms support from reactive firefighting into proactive problem management.

• Respond to Infor information requests within 4 business hours to prevent case deprioritization
• Offer remote screen-sharing sessions for complex issues that are difficult to reproduce from descriptions alone
• Reference related Infor Knowledge Base article numbers if you found relevant but incomplete solutions
• Track recurring issues and request root cause analysis rather than repeated break-fix patches
• Engage your Customer Success Manager quarterly to review open case trends and systemic issues