Advice of an error in the staff interface

Staff users are advised directly when an error occurs in RefTracker, through the display of a screen like the one above.

Information about the error is logged to the error log file (see Utilities section earlier in this manual for information about viewing the error log file), and the above error screen is displayed to provide the ability for the staff member to send an email to their System administrator about the issue. Issues experienced by the System administrator, and any other email addresses that you specify in parameter 1.20 are sent directly to Altarama. The email to Altarama automatically contains the relevant information required to be able to diagnose the problem, and it also includes the comments you make in the Comment field of the screen shown above. The system will ensure that you provide a description of what you were doing as the description is enormously helpful when diagnosing the issue – please describe the function that you used and the objective of what you were trying to achieve immediately prior to the error occurring.  The process of sending error details to Altarama ensures that Altarama knows about the problem quickly and can start working on any required fixes quickly.

The “Reply to” field is set to the email address of the staff member who experienced the problem, and your system’s Active system administrator, so that Altarama can advise of any required remedial action.

If this is a new problem please attempt to recreate the issue.  It will help you to create an accurate description of what you were doing when the error occurred.  It might also result in the action you were trying to take working correctly.  The error log will include a Notifications line to indicate what email addresses, if anyone, was advised by email about this error.

When you click “Send email” an email like the following is sent to the appropriate Altarama support group (and any other email addresses included at parameter 1.20).  It contains all the information Altarama needs to start diagnosing any problem, and to be able to get back to your Active system administrator, if a fix is required.

Altarama’s regional support email addresses are:

errorreportsAU@altarama.com (Asia/Pacific)

errorreportsUK@altarama.com (Europe/UK)

errorreportsUS@altarama.com (America’s)