Content Support Manual

Steps for EDT Framework Support to resolve issues in Content:

1. All dealer facing issues shall be directed by Support team to EDT Framework Support via SalesForce or
   The Support team shall providea SalesForce ticket# in the email sent to EDT Framework Support regarding the issue.
2. EDT Framework Support shall gather the standard information given below regarding the issue:
   • AUC ID
   • Master-model information
   • Screenshot
   • Any other description or technical information provided
3. EDT Framework shall follow below steps to procure additional information for Content Authors:
   • Follow below steps if/when internal errors in content are determined. For example: This can happen when index is not in range.
     1. Launch EDT in debug mode from properties of the desktop shortcut. Relay the PC in debug mode by changing "EDT" to "EDT-Debug" like below.
        
        **Note:** Remember to reset the license to reflect EDT and come out of Debug mode.
     2. Run the content.
     3. Use breakpoints to debug and find the location of the error.
     4. Take a screenshot or record the line # from the script.
   • If error cannot be determined, get EDT version # and content version #.
     • Also, check and gather the region where the license is used.
4. Refer to the attached spreadsheet to determine the right Product Support personnel and Content Author.
   Click here for spreadsheet (Last updated 08/27/2020)
5. Reach out to respective Product Support team and direct the issue to them. Provide all the information gathered regarding the issue.
6. Follow-up on the issue.
7. If the Product Support cannot resolve the issue, direct the issue to respective Content Author for resolution.