We understand the critical role that integration apps play in enhancing the functionality and capabilities of your e-commerce store and that is the reason Akeneo provides support on the vanilla - non-customized - Akeneo package for SAP Commerce.
So, what can you do if you have a question to ask, a bug to report, or a suggestion to make about the integration app?
To submit a bug or a question, you need to access the Akeneo support portal. Here are the steps to get support on the integration app:
- Give permission to access the helpdesk on the project console: manage access to the helpdesk. From the Project console, you can manage who has the right to open new requests on the Helpdesk.
- Submit a ticket on our "connector and app" section of the Helpdesk platform
In the case of a "bug" report, please install the latest version of the integration app, also please disable all customizations and try to reproduce the bug again before reporting it.
Indeed, it is important to note that while customization is available, the quality and impact of these customizations are beyond our control. To ensure the reliability of the integration app, our support team rigorously tests it against a standard, unaltered (vanilla) version. If a bug is replicated in this vanilla version, the issue is within the core code of the integration app. However, if the bug does not reoccur, it is likely associated with the customization or customer-specific settings. Please be aware that Akeneo does not provide support for customization itself, but we are committed to offering guidance and assistance to our customers to the best of our abilities.
If the problem occurs with the latest version of Akeneo package for SAP Commerce, feel free to report the bug to us.
Please make sure you have all this information before you open a ticket on our Helpdesk:
- The exact version of your PIM (x.x.x) (System -> System information)
- The exact version of your SAP Commerce (x.x.x)
- The version of the installed integration app
- Steps to reproduce the bug (be as precise as possible).
- A screenshot of the issue and the export of your package with the configuration set up
For our Support team to be able to take this issue into account, steps to reproduce should be performed in a non-customized environment on both Akeneo and SAP Commerce sides, with a vanilla integration app (without customizations).