Advanced Portal Designer Documentation
Index

Getting Support

When you encounter issues with APD that you cannot resolve through documentation or troubleshooting, here's how to get help.

Before Contacting Support

Self-Service Resources

  1. Documentation
  2. Troubleshooting Steps
    • Follow diagnostic steps in this documentation
    • Test with simplified scenarios
    • Verify configuration settings
  3. Release Notes
    • Check if issue is addressed in newer version
    • Review known issues

Information to Gather

System Information

Before contacting support, collect:

Information Where to Find
APD Version APD Setup page, app.json
BC Version Help > About
Browser Browser settings/about
Hosting Cloud vs. On-Premise

Problem Description

Prepare:

  • What you expected to happen
  • What actually happened
  • Steps to reproduce the issue
  • When it started (after update, always, etc.)
  • Frequency (always, sometimes, once)

Error Information

Collect:

  • Error messages (exact text)
  • Screenshot of error
  • Browser console errors (F12 > Console)
  • BC Event Log entries

Template/Action Details

If template-related:

  • Action code
  • Template source (relevant portion)
  • Security profile of user
  • Company context

Contact Methods

Email Support

Send detailed information to the support email address.

Include:

  • Subject: Brief problem description
  • APD version
  • BC version
  • Detailed problem description
  • Steps to reproduce
  • Screenshots/attachments

Support Portal

If available, use the support portal to:

  • Submit tickets
  • Track status
  • View knowledge base
  • Access downloads

How to Report Issues

Bug Reports

When reporting a bug:

Subject: [BUG] Field tag not displaying decimal values correctly

APD Version: <copied from APD Setup / app.json>
BC Version: <Help > About>
Browser: <name and version>

Description:
When using <?field("Sales Header",Amount)?> with a Decimal field, the value
shows without decimal places.

Steps to Reproduce:
1. Create an action with a template containing <?field("Sales Header",Amount)?>
2. Open a record where Amount = 123.45
3. View the rendered page

Expected: 123.45
Actual: 123

Attachments: screenshot.png

Feature Requests

When requesting a feature:

Subject: [REQUEST] Add date formatting options to field tag

Description:
It would be helpful to have more formatting options for date fields.
Today the format string is passed as the third <?field?> argument, e.g.
<?field("Sales Header","Order Date",'<Year4>-<Month,2>-<Day,2>')?>.
A built-in ISO shortcut would simplify common API integrations.

Use Case:
Need to emit dates in ISO format for JSON API responses.

Current Workaround:
Building the format string in every template.

Questions

When asking questions:

Subject: [QUESTION] How to implement pagination in templates?

Description:
I need to display a large table with pagination. What is the 
recommended approach?

What I've Tried:
- Using loop with filter, but loads all records
- Looking for pagination tag but not found

Context:
Customer portal with 500+ orders per customer.

Severity Levels

Critical

  • System completely down
  • Data loss risk
  • Security vulnerability
  • No workaround available

Response: Highest priority

High

  • Major feature broken
  • Significant impact to business
  • Workaround exists but impractical

Response: High priority

Medium

  • Feature partially working
  • Workaround available
  • Limited business impact

Response: Standard priority

Low

  • Minor issue
  • Enhancement request
  • Documentation question

Response: As resources permit

Tips for Faster Resolution

Be Specific

Instead of:

"Templates don't work"

Say:

"The tag in action CUSTOMER-VIEW returns empty when filtering by Customer No. 10000, even though the customer exists."

Provide Context

  • What changed recently?
  • Does it work in different scenarios?
  • Have you updated BC or APD?

Include Screenshots

Screenshots help show:

  • Error messages
  • Unexpected behavior
  • Configuration settings

Provide Minimal Example

If possible, create the simplest template that reproduces the issue:

<?open(Customer)?>
<?filter(Customer,"No.",10000)?>
<p>Name: <?field(Customer,Name)?></p>
<?close(Customer)?>

Test in Clean Environment

If possible, test if issue occurs:

  • With different user
  • In different company
  • With default configuration

While Waiting for Support

Workarounds

Look for temporary workarounds:

  • Alternative approach
  • Manual process
  • JavaScript solution

Document Findings

Keep notes on:

  • What you've tried
  • What worked/didn't work
  • Any patterns discovered

Monitor for Updates

  • Check for APD updates
  • Review release notes
  • Watch for announcements

Community Resources

Forums

Participate in community forums for:

  • Peer assistance
  • Shared experiences
  • Tips and tricks

Knowledge Base

Check knowledge base articles for:

  • How-to guides
  • Best practices
  • Common solutions