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How should I report an issue?

  • Updated

At fiskaly we strive to always improve ourselves, our systems and quality that we deliver. As in all software projects, there will be issues as well.

We're living a transparent operation process, and will inform about known operation problems via status.fiskaly.com. Before raising a new issue, please check there first.

 

Gathering Information​

In case you're running into problems and want to report them to fiskaly for further qualified analysis, please be aware we always need the following information:

  • who are you, which company are you representing?
  • a precise timestamp when the problem arose. Please report as soon as possible.
  • a clear description what action has been performed e.g PUT https:// ... as well as what has been done before the error occurred.
  • a clear description on the frequency of the issue (permanent, only once, only on selected resources)
  • API version you're using (e.g V0/V1/V2..)
  • Environment LIVE or TEST
  • the affected and linked resource UUIDs
    • Organisation-ID
    • TX-ID
    • TSS-ID
    • Client-ID
    • Export-ID
    • ... Sample: 550e8400-e29b-11d4-a716-446655440000
  • the request-ID, which is part of our API's response, in order to trace the request across all systems
  • the full response of our API
  • proprietary error messages of YOUR system are only helpful in combination with all of the above.

Reporting an Issue​

You can raise a ticket - per distinct issue - with our DEV-Support via Mail (dev-support@fiskaly.com). We'll get back to you as soon as possible.

Thank you for pushing market insights and possible issues directly to us!

Sample​

Hey fiskaly,

I'm <XY> from Company <Z>.
We've identified a problem with the integration of fiskaly <API> in <VERSION>.
The problem occured <at time/between time /is ongoing, started at time>.

It affects:
- Request Id: <550e8400-e29b-11d4-a716-446655440000>
- Organisation-ID: <550e8400-e29b-11d4-a716-446655440000>
- TSS-ID: <550e8400-e29b-11d4-a716-446655440000>
- TX-ID: <550e8400-e29b-11d4-a716-446655440000>
- Export-ID: <550e8400-e29b-11d4-a716-446655440000>

The problem is <INSERT clear, reproducible error description>.

It happens when we <Description of API calls made>.
The full request was: <INSERT HTTP-REQUEST>
The full response was: <INSERT HTTP-RESPONSE>

Before that we were performing .. <INSERT ACTIONS before>

Looking forward to identifying the root cause and finding a solution together.

Best,