Infor LN Support Ticket Template for Faster Resolution
A support case with no version, no steps and a screenshot of a crop is a case that comes back with questions. This template collects what a support engineer needs in one pass.
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Infor LN Support Ticket Template
LN Support Case
Company: Acme Precision Ltd Reported by: A. Key user Date: 2026-10-19 Environment: Production Version: Infor LN 10.x, feature pack to be confirmed Session: Example: tdsls4100m000 Sales Orders Business impact: Process blocked
Steps to reproduce
1. Open the session. 2. Create a new order for item X and partner Y. 3. Save the record.
Expected result
The order is saved and a delivery date is calculated.
Actual result and error text
An error message appears on save. Paste the exact text here.
Recent changes
Describe any patch, solution, customization or setup change in the last weeks.
Attachments checklist
| Item | Attached |
|---|---|
| Screenshot of the error | |
| Exact error text or log extract | |
| Session and form details | |
| Data example (item, partner, order) | |
| Custom solution or patch list |
Reviewed by
Check which portal and support route your agreement uses. Remove personal and customer data from attachments you share outside the company.
Diagnose LN errors faster
Optional conversation about an assistant that helps triage LN errors from logs and documentation.
Optional. The tool and every export work without this. No spam.
How to use the template
Fill the fields while the problem is still on screen. Capture the exact error text rather than paraphrasing it, because messages often contain a code that identifies the cause. State the environment, because the same fault in test and production means different things. Export to PDF or Word and paste or attach it to the case in your support portal or send it to your partner consultant.
What support needs most
The three most useful facts are the exact version and patch level, the session where it happened, and steps that reproduce it with named data. Without reproduction steps, support must guess, and each question costs a day. If you cannot reproduce it, say so and give the time it happened and the user, so logs can be matched. Also say what changed recently, because most new faults follow a patch, a setup change or a customization.
Setting business impact honestly
Impact drives priority, so describe it in business terms: orders not shipping, invoices not posting, payroll or month end at risk. Calling everything urgent teaches vendors to discount your next urgent case. If a workaround exists, describe it, because it can lower the priority and keeps the business running while the fix is prepared.
Common mistakes
Common faults are reporting the symptom without the session, pasting a screenshot with no text, mixing several problems in one case, and forgetting to say whether custom code runs in that area. One problem per case is easier to route and close.
Frequently Asked Questions
Do I need the exact LN version?
Yes. The version and patch or feature pack level decide which known issues and solutions apply. Find it from the About information in LN, or ask your administrator.
Should I attach customization details?
Yes, if custom sessions, DAL hooks or extensions run in the affected area. Many faults come from the interaction between standard and custom code, and support will ask about it.
How do I report an intermittent fault?
Record when it happened, who was logged in, what data was involved and how often it occurs. Intermittent faults need timestamps so server logs can be checked.
Can I use this for a partner or internal ticket?
Yes. The structure works for internal helpdesks and consultants as well as the vendor. Adjust the fields to match your ticket tool.
If your team spends hours diagnosing LN errors before raising a case, we can help build a diagnostic assistant that reads logs and suggests where to look.
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