Sage 200 - How to report a bug to Sage

If you have established that an issue you are experiencing is a bug in the software and has not been previously reported (check Known Issues) then please provide support with the following information.

The first thing that needs to be considered is can the problem be replicated in the latest version of the software. If not, it is still worthwhile providing us with the information below, this can be used to log an information only bug – the problem will not be subject to our Defect Resolution Process (as outlined in the Business Partner Handbook).

Please use Case Management unless the problem is of High or Critical Priority, these must be reported by calling the Technical Support Team.

 TIP: A video demonstrating the replication of an issue can be really useful and helps to avoid situations where small yet significant details may have been omitted from the replication steps.   

Specific Settings – If there are settings in the program that are necessary for the issue to be apparent these need to be clearly defined.

Steps to replicate – Please provide detailed steps, which if followed on any system will demonstrate the issue.  

Observed behavior – Describe the outcome of the issue, this should include where the issue can be seen and details such as results of calculations etc.

Expected behavior – Describe how you expected the system to behave including reference to any supporting documentation (this could be Help files, Sage Knowledgebase or external reference such as HMRC guidelines) or details of previous versions which behaved as expected.

With more complicated processes please also provide information on what the user is trying to achieve and why. This can help us to determine if there may be a way of avoiding or minimising the exposure to the problem for example if the user experiences an issue amending the SOP picking list, which they do to ensure that the most efficient length of wood is used, it may be possible to configure the product group and stock fulfillment to ensure the correct stock is chosen automatically.

Workaround – If you have established a workaround or an alternative process please provide details, overwise just describe what the customer is doing instead.

Business Impact – What is the effect of the problem on the customer, taking into consideration any workaround - more information on Business Impact can be found here.