Support
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Define a consistent path for triage, escalation, and resolution across SynapseWorks documentation topics.
Jira administrators managing app rollout
Browser extension users and reviewers
Operational owners handling incidents and user queries
Access to the relevant product environment
Access to app or extension output relevant to the issue
Capture scope: product (Synapse, Decision Register, Submit Guard, or PageHarbor) and expected outcome.
Capture evidence relevant to the product.
Confirm behaviour against the relevant documentation page.
Raise a support request through SynapseWorks Support or, for Jira apps, the Marketplace support path, including captured evidence.
Record workaround and resolution in your internal runbook.
Jira site URL and project key
Issue keys, timestamps, selected filters, and any error text
App mode or action used
Screenshots with sensitive content redacted
Browser name and version
Site domain or app type
Whether standard mode or advanced mode is enabled
Whether Submit Guard is enabled for the current site
Screenshots with sensitive form contents redacted
Android version and device model
PageHarbor version and build type
Whether the issue occurred during scanning, saving, sharing, OCR, or searchable-PDF generation
Redacted error text and safe reproduction steps
Do not send passwords, tokens, session cookies, MFA codes, or sensitive form contents.
Missing issue keys or timestamps can delay diagnosis.
Screenshots alone are often insufficient without product, filter, browser, or mode details.
Mixed product context can lead to incorrect routing.
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