Patrick

Have you logged a case with your local team.  Have they reproduced this and escalated to Dublin?

Hi, 

yes - We have created a ticket. (16005486)
We have pointed out the urgency - however, we have not received any feedback for a few days .A reproduction could be done from demo machines.
Can you take a look at it?

Regards

I have checked with my colleagues.  No case has been escalated to L3 (Dublin).  You need to chase your local office.  

Unfortunately, Sage DE Support can only escalate tickets to Dublin, should a re-creation of the issue be successful.

However, the German Sage CRM Support in Frankfurt cannot re-create it, although we were able to re-create everything in a "fresh" demo environment.

This is very frustrating - our customers cannot understand this.

Unfortunately, Sage DE Support can only escalate tickets to Dublin, should a re-creation of the issue be successful.

However, the German Sage CRM Support in Frankfurt cannot re-create it, although we were able to re-create everything in a "fresh" demo environment.

This is very frustrating - our customers cannot understand this.

Have you been able to provide a detailed step by step guide to reproduce this for the Frankfurt team?

Of course.
We have recreated systems (on premise, 365) - completely new. In these, corresponding tests were then performed - with the same error. We have passed on these instructions in detail.
Developers / support colleagues are welcome to contact us - however, we receive slow to no feedback. This gives us the impression that the team is not solution-oriented.

I will check with my L3 colleagues in Dublin.  But the local Sage team should be able to investigate this and reproduce this before escalating to Dublin.    I am sorry to read that you feel that feedback is slow and that the team is not solution-oriented.  I will raise that with the L3 Support and Development manager who will discuss this with our colleagues in the local office.

Thank you for your support !
I would be happy to send you direct examples as well.
Many greetings

I can't get involved in the support process - it all has to follow the correct path and everyone needs to make sure that they take prompt action. 

Hello,

we got the feedback from german Sage Support, that the issue was reproduce.

They will now forward the ticket to Ireland (CRMS-576)

Approximately how long do you need for processing? 

Regards

I can see that the case has been escalated and has been assigned to a L3 support consultant.  The reference is CRMS-573

Hello, 

are there any news? 

Is there any news?

Unfortunately, we have received the same description from the German support, which does not resemble a solution description.

Was it possible to check the data we provided?

Regards