When you notice something wrong in Salesforce, whether it's a record that looks off, a report showing unexpected numbers, or a field that won't save, submitting a detailed ticket is the first step toward a resolution. This guide ensures the Salesforce team has the context needed to diagnose the issue quickly.
Before You Begin: The Golden Rule
Please submit a ticket before attempting to fix the issue yourself. This helps IT see the problem in its original state. Once a record or report has been manually changed, it can be difficult or even impossible to understand what originally went wrong. If the issue is time-sensitive or blocking critical work, simply note that in your ticket for prioritization.
The "Big Three" Essentials
To help IT open exactly what you were looking at with one click, your ticket must include these three items:
- 1. The Browser URL: Copy the full URL from your address bar and paste it into your ticket. This allows IT to jump directly to the affected page without searching.
- 2. Item Name or Record ID: Every record has a name displayed as the page title (e.g., Application A-1234567). If you're not sure, check the very top of the Salesforce page.
- 3. Expected vs. Actual: Describe what you expected to see versus what actually happened. For example: "I expected this status to show Admitted, but it is showing Submitted App."
What Not to Do
To ensure your request is tracked, assigned, and resolved correctly, please avoid the following:
- Manual Workarounds: Unless it is a true emergency, do not try to "fix" the data first. Changes made before IT sees the issue can mask the root cause.
- Teams or Email Reports: Messages sent directly to IT staff may be missed or delayed. Using the Service Catalog ensures your issue is officially logged and prioritized.
- Sensitive Data Walls: Do not share sensitive student data (like full SSNs) in the description. The Record ID and URL provide all the context IT needs safely.
Identifying Records & Common Scenarios
If you cannot find a record you are looking for, tell us what you searched for and what you expected to find, including the student's name and any other identifiers like the term or application number. Common record types include:
Finance Cases
SF-123456789
Program Enrollment
PE-1234
"I got an error message"
System.DmlException: Update failed...
Action: Copy the full text of the error message or take a screenshot. Error messages contain specific technical details that help IT pinpoint the failure point instantly.
"A report looks wrong"
Dashboard: "Admissions Funnel"
Action: Include the name of the dashboard and the specific report component. A screenshot is especially helpful here to show exactly which number or chart seems incorrect.
Final Reporting Checklist
- Grab the URL: Copy the address bar link first. This is the most helpful tool for IT.
- Name the Item: Note the record name or ID found at the top of the Salesforce page.
- Describe the Issue: Explain what you expected versus what you actually saw.