Issue/Unable To Print

Possible queries:

Unable to print ticket

Error while printing ticket
Something went wrong error while print

Resolution Path:

• Check if the customer is using Print option by clicking the three vertical dots at the top of the details page > Print option or by using the shortcut Ctrl + P. If it is Ctrl+P, we do not have control over it as it is a browser function.
  
  
• If they use the former method and face an error,
• If there is an error while printing:
  
  - check if it is occurring to specific tickets or all tickets and if it is a specific issue to a few agents.
  - check if there is a signature, or audio attachment present in the tickets
  - check if VPN/network might be an issue.
  - if it persists, get HAR file and a screengrab of the issue along with the error.
  - Get Occasional agent access to check if it is replicable. If not, it could be due to browser/local issues.
  - If it is replicable, raise L2 tickets with error and occasional access details and HAR file.
  
  
• If there is an issue with formatting after printing:
  
  - check if it is occurring to specific tickets or all tickets 
  - check if there is a signature or audio attachment present in the tickets
  - check if it is replicable with occasional agent access.
  - If it is replicable, raise L2 tickets along with error and occasional access details