Ticket system

The ticket system is a service of Programmfabrik. It is used for all Support requests and guarantees that we can assist you quickly with a solution.

In the ticket system you can...

  • Create new tickets to report problems
  • View existing tickets and use them to communicate with our team
  • Mark processed tickets as "completed from your point of view".

Your ticket system can be accessed at the URL https://tickets.programmfabrik.de. To log in, please use your customer code and your customer password.

In the customer portal you will also find instructions on how to use the ticket system, access your easydbs as well as the easydb documentation and - if available - access your customer wiki.

If your ticket system is not accessible, please contact by e-mail our Support.

There is no cost for creating a ticket. If your ticket contains service-dependent problems and requests, you will receive an estimate of the costs incurred in advance. Services are not chargeable until the order is placed.

Your ticket system - error messages

Please use our ticket system for all Support inquiries. This guarantees that we can assist you quickly with a solution.

How to create a ticket to report an error (bug):

To create a new ticket, please click on "New Ticket". The fields "Summary" and "Description" are available to describe your request. Use the checkbox "I have files to attach to this ticket" to add screenshots or other files as attachments. To inform other colleagues about the ticket, please add their email address(es) (comma-separated) in the "CC" field.

With the button "Create Ticket" you create the ticket. For confirmation you (and your colleagues) will receive an email from the ticket system. If we have responded to your ticket, you will be informed about it again with an email.

For efficient processing of bugs and error messages, we ask you to create one ticket per problem, taking into account the following points:

  • Please describe the way to the problem.
  • Please describe the incorrect behavior.
  • Please describe the expected behavior.
  • Please attach a screenshot of the error if possible.
  • In which browser and browser version did the problem occur?
  • On which operating system and in which operating system version did the problem occur?
  • Can you reproduce the problem on your productive environment?
  • Können Sie das Problem auf Ihrer Kunden-Testumgebung auf unserem Server (.demo.easydb.de) reproduzieren?

To view your existing tickets, click on "View Tickets" and then on one of the available reports. You can open a ticket by clicking on the "Summary" or the ticket number. In the ticket you can communicate with us about the reported concern. By setting the status "customer_feedback" and clicking on "Submit Changes" you save your entries in the ticket and assign it to one of our employees.

If we have queries about reported problems or offer you a chargeable adjustment, we set the ticket status to "waiting_for_customer" or "order_pending". An overview of these tickets is shown in the report: "Tickets I need to respond to".

If an existing ticket is closed from your point of view, please set it to the status "customer_ok" in the "Modify Ticket" area.

You can change your email address stored in the system via the "Preferences" on the "General" tab.

If your ticket system is not accessible, please contact by e-mail our Support.

Defect classification

Basically, it is necessary to distinguish between three different defects or errors

  • preventing operation - when the use of easydb is impossible or severely restricted
  • impeding operation - if the use of easydb is significantly restricted
  • slight defects - when the use of easydb is possible with slight restrictions

An accumulation of minor deficiencies leading to a significant restriction of use of easydb may also be classified as hindering operation.

Programmfabrik processes the requests as quickly as possible, also taking into account the order of your urgency.