topic Re: Document for Create a Track ? in Administration and Deployment

Document for Create a Track ?

turcay — Mon, 27 Jul 2015 13:53:13 GMT

Are there any documents or pdf in English to explain how to create a track on support.sas.com for customers ?

Thank you ?

Re: Document for Create a Track ?

jag_SAS — Mon, 27 Jul 2015 14:19:38 GMT

Hi. Have you checked out this page, Contact SAS Institute Technical Support?

Re: Document for Create a Track ?

turcay — Tue, 28 Jul 2015 07:36:28 GMT

Thank you Jag. So i understand there aren't any document relevant to create a Track.Just link , i guess ?

Re: Document for Create a Track ?

Reeza — Tue, 28 Jul 2015 15:30:32 GMT

What type of information are you looking for? What would you expect to find in such a document?

Re: Document for Create a Track ?

turcay — Wed, 29 Jul 2015 09:21:46 GMT

I have a pdf written in Turkish which explains step-to-step with screenshoot, so i want to find same in English.

Re: Document for Create a Track ?

Kurt_Bremser — Wed, 29 Jul 2015 10:59:49 GMT

'I have a pdf written in English which explains step-to-step with screenshoot, so i want to find same in English.'

Pardon?

Re: Document for Create a Track ?

Kurt_Bremser — Wed, 29 Jul 2015 11:46:52 GMT

Since the information included in the SAS support websites (not only those in English, I know that I had no problem using the German one at all when I first used it) is quite comprehensive (and sufficient for the type of person that will use SAS), I guess you won't find a step-by-step guide in English, as it is not necessary. If you really think there is a need for it within your organization, you're best off with translating your Turkish guide.

Re: Document for Create a Track ?

turcay — Thu, 30 Jul 2015 08:31:54 GMT

I've already knew that I could translate it myself. I've just wondered whether there are any document. Thank you for your help.

Re: Document for Create a Track ?

Patrick — Thu, 30 Jul 2015 09:57:38 GMT

SAS TechSupport will appreciate if you send them all the information required to investigate the issue. When raising a track via the Web Interface - "Jag@SAS" provided the links - then you're "forced" to provide some of the necessary information already.

Once you've raised a track you will get an automatic confirmation email back which looks as below - and provides some further instructions on what information is required. What else do you need?

In the end: You're the customer so if you don't get it perfect the first time then SAS TechSupport will request the additional information in a very friendly and supportive way.

And here for illustration purposes the automatic email reply I've got the last time:

Thank you for contacting SAS Technical Support, we have assigned tracking number <number>for your query.

To ensure a timely resolution, please send relevant items from the following checklist:

Complete SAS log

Sample data

Screen snapshots

SAS version and Operating System

Phone number

To send us any additional information on this query, simply reply to this email and include the updates. The Tracking Number in the above subject line must be included EXACTLY as shown. Please feel free to visit our self-help website links below for further information.