How to send an SOS to the world . . . on Sage City!

2 minute read time.

Got questions? Great, your peers on Sage City may have the answers, but … mind your manners! When posting to a forum, be sure to include enough information so that a community member can properly contextualize your question and provide an accurate response. We've come up with six points to help you save time and get the answers you need.

1. What Version & Product Update are you running?

When asking your question, always include the Product and Version, for example “Sage 300 ERP 2014, product update 1”. Just stating you have Sage 300 ERP isn’t very helpful to the person trying to assist you.

*Don’t know what version you’re on? Check KB 47927: How to determine your version of Sage 300 ERP.

2. Is the problem affecting all, or only certain machines?

A simple clarification will do.

3. Standard, integrated or custom system?

Be clear about any customizations or integrations you are running. Are you integrated with Sage CRM? Have you added any customizations that may be related to the issue you’re having? Make it clear so that time is not wasted getting to the heart of the issue.

4. Include the exact error message, if applicable.

If you’re getting an error message, make sure you include that information in your post. You can add a screenshot of the error you are experiencing, but always be careful not to include any sensitive information in screenshots.

*NEVER share personal information such as account numbers or credit card information on Sage City or Social Media.  

5. Stay on Topic!

If you have more than one question, start more than one thread in the appropriate forums. It can be confusing for both parties when multiple questions are posed in the same thread. Don’t throw in everything and the kitchen sink. Work out problems one by one.

* You will not be able to contribute to Forums unless you create a Sage City account and join the Sage 300 ERP Community.

6. Proper etiquette

If a response to your thread answers the question, click the green "yes" button so that others can benefit from the same solution.

However, if you don’t get the answer you need, be courteous to those who are going out of their way to assist you. Your peers are volunteering their time to resolve issues posted to these forums, and a resolution is not guaranteed.

These tips can also help when you’re using technical live chat or calling phone support. Twitter is another great channel for support, but it is limited to 140 characters, so keep that in mind when tweeting a question.

Didn’t find the answer you’re looking for? Here are some additional support channels.