September 1, 2026September 1, 2026| Soni YorkSoni York|
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Question:

How can I send useful information to support@spitfiremanagement.com so that my issue gets investigated more quickly?

Answer:

Aside from answering the Who, What, Where, When and How of any issue, there are a few things you can do, especially if the site is on Power UX.

  1. Include big snapshots.  Let Support see the error message and/or the document in question. As “they” say, a picture is worth a thousand words. For example:

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  2. [Power UX] If the issue is happening on a dashboard or a document, send Support a log file in this manner:
    1. At the bottom of the main sidebar or the bottom of the document, double-click on the Powered by Spitfire logo.

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    2. Select Send Log from the pop-up window.

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      Note: If you send Support a log file without also sending an email explaining the issue, Support might not have all the information needed. The Send Log option sends the log file directly to Support. Support will look for the corresponding user email.
  3. [Power UX] If the issue is happening on the BFA workbook or the SOV workbook, see KBA-01936 for instructions on how to get those log files.
  4. If you want to send Support a link to the document instead of (or in addition to) the picture of the document, you can get that link from the WCC Info Panel.
    1. From the pop-up window shown above, select WCC Info Panel.
    2. Click the copy icon next to the DataPK.

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    3. Paste the DataPK into your email to Support.
      Note: this DataPK also appears at the end of the document’s URL, for example:

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  5. Do include all other relevant information such as
    1. The name of the user.
    2. What steps the user took prior to the problem.
    3. The specific project, part and/or document.
    4. How you would like your issue to be resolved (an error fixed, data changed, new functionality added, etc.)

KBA-01948; Last updated: September 16, 2026 at 13:18 pm

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