Resources

Suggestions for asking a question on help forums

Frank Closset — Fri, 17 Feb 2017 14:42:05 GMT

Current Revision posted to Resources by Frank Closset on 2/17/2017 2:42:05 PM

Summary

This information is designed to help you increase your chances of receiving timely and effective answers. The discussions in this article are with all community forums in mind, so the basic principles can apply for any forum.

When you experience a problem with an SDL product and you need help quickly, forums can be excellent resource for finding that help. If you design your question effectively, you can get good information from people who are knowledgeable about the topic and who are happy to help you.
Important: Before you take any troubleshooting steps, make sure that you back up all your important data.

Collect information relevant to your question

You want to design your question effectively. The question has to catch the attention of the best person for the answer, and it should be short and to the point so that you don't overwhelm the people reviewing your post.

Follow this checklist when you write your forum posting:

In the subject line, type a brief description of your problem or question. For example: "my screen is black" or "Trados 2017 does not update." A subject line that says only "I need help" will not catch the attention of someone who may be familiar with your particular situation.
In the body of the posting, describe the problem or question. Include all necessary details but no unnecessary ones. A short description is easier to understand and will save the reviewer time.
If you’re issue is related to an error include the exact text of any error messages that you receive
If possible, include the steps to reproduce the problem, as in the following example:
1. I turn on the software.
2. The startup screen appears.
3. After the startup screen, nothing happens.
4. If possible include a snapshot of your screen so the issue is visible in context
Include a basic description of your system, as relevant to the problem. For example, include the following:
- The operating system version
- Version of the software you’re using
- Any other relevant information for the issue.

It may be difficult to determine some of the specifications.

Add a thank-you line.
This may seem obvious, but it’s easy to overlook, and it’s important to be courteous and polite in the forums.

Successful resolution

After a successful resolution of your problem, follow up the original online discussion by posting or marking the solution. This helps other people find solutions to their own problems. Also, if a specific posting was helpful, mark the posting and remember to thank the person who posted that suggestion.

Additional troubleshooting methods

SDL Forums are moderated by SDL employees and questions are normally followed up in a timely matter. However If your issue is of high priority, consider contacting the SDL Support department.

Expert Hours

Nazia Sarfraz (former member) — Fri, 04 Dec 2015 10:21:30 GMT

Current Revision posted to Resources by Nazia Sarfraz (former member) on 12/4/2015 10:21:30 AM

Tags: Knowledge Center, Customer Update, Dynamic Text Link Resolving, recordings, Events, Media Gallery, videos

Expert Hours

Nazia Sarfraz (former member) — Wed, 25 Nov 2015 17:26:22 GMT

Revision 2 posted to Resources by Nazia Sarfraz (former member) on 11/25/2015 5:26:22 PM

The first Knowledge Delivery Expert Hours webinar will be delivered on December 3, register for this event now!

Tags: Knowledge Center, Customer Update, recordings, Events, Media Gallery, videos

Expert Hours

Nazia Sarfraz (former member) — Wed, 25 Nov 2015 17:25:51 GMT

Revision 1 posted to Resources by Nazia Sarfraz (former member) on 11/25/2015 5:25:51 PM

The first Knowledge Delivery Expert Hours will be delivered on December 3, register for this event now!

Tags: Knowledge Center, Customer Update, recordings, Events, Media Gallery, videos

Insight Webinars

Nazia Sarfraz (former member) — Fri, 23 Oct 2015 10:03:58 GMT

Current Revision posted to Resources by Nazia Sarfraz (former member) on 10/23/2015 10:03:58 AM

Tags: Steve Moldenhauer, Knowledge Center, EDT Types, recordings, Events, Media Gallery, videos, Metadata

Insight Webinars

Nazia Sarfraz (former member) — Fri, 23 Oct 2015 10:02:41 GMT

Revision 2 posted to Resources by Nazia Sarfraz (former member) on 10/23/2015 10:02:41 AM

Here you will find all related recordings for Knowledge Center

Tags: Knowledge Center, recordings, Events, Media Gallery, videos

Insight Webinars

Nazia Sarfraz (former member) — Fri, 23 Oct 2015 09:57:22 GMT

Revision 1 posted to Resources by Nazia Sarfraz (former member) on 10/23/2015 9:57:22 AM

Here you will find all related recordings for Knowledge Center

Tags: Knowledge Center, recordings, Events, Media Gallery, videos

Insights Webinars

Nazia Sarfraz (former member) — Wed, 21 Oct 2015 08:42:00 GMT

Revision 1 posted to Resources by Nazia Sarfraz (former member) on 10/21/2015 8:42:00 AM

Here you will find recordings of all previous Insights webinar events for Knowledge Center

Tags: Knowledge Center, Insights, webinars, recordings, Events, Media Gallery, videos

Media Gallery

Nazia Sarfraz (former member) — Wed, 21 Oct 2015 08:40:11 GMT

Current Revision posted to Resources by Nazia Sarfraz (former member) on 10/21/2015 8:40:11 AM

Here you will find recorded content relating to all Knowledge Center products.

Tags: Knowledge Center, recordings, Events, Media Gallery, videos

Resources

Nazia Sarfraz (former member) — Wed, 21 Oct 2015 08:37:40 GMT

Current Revision posted to Resources by Nazia Sarfraz (former member) on 10/21/2015 8:37:40 AM