Reporting to Infor

Use this procedure to package selected feedback items into a ZIP file with an Excel summary report and send the package to Infor for further investigation. Personally identifiable information (PII) is automatically redacted from the export (values are replaced with [REDACTED]) to comply with data privacy requirements.

Opening a ticket

When an issue requires the vendor's attention, the admin completes these steps:

  1. Open a ticket whose status is In Review.
  2. Click the status list and select Report to Infor.
  3. In Configure Report Modal, specify this information:
    Priority
    Select Low, Medium, High, or Critical. The value is pre-filled from the user's submission.
    Issue Category
    A grouped, pre-filled list. This field is displayed for Bug tickets only. It is not displayed for Enhancement tickets.
    Summary for Infor
    Describe the issue.
    Additional Information
    Optional.
    Admin Attachments
    Optional.

    The modal also includes a collapsible Download Package Contents banner, which is collapsed by default. Click the banner to expand it and view what the ZIP package will contain.

  4. Click Download and Report to generate and download a ZIP package with PII redacted. The status changes to Reported to Infor.
  5. Contact the Infor Support Team and provide the downloaded ZIP package for further investigation.
    Note: 
    • For Enhancement tickets, the Issue Category field is not shown, so only Priority, Summary for Infor, Additional Information, and Admin Attachments are displayed.
    • Pre-fill behavior: Priority and Issue Category are pre-filled with the values the user originally submitted. This applies to Bug tickets only; Enhancement tickets have no category value to pre-fill. The admin can change these values.
    • If the admin previously reported the ticket and then changed the status back to In Review, when the admin clicks Report to Infor, the system pre-fills the dialog box with the administrator's previously submitted values rather than the user's original values.
    • A PII warning window is always shown with this message: Review the downloaded package for PII before sharing with Infor.

What the ZIP package contains

This is what the ZIP package includes:

  • Excel report (.xlsx): Contains the Admin Summary, Feedback Details, User Input (PII scrubbed), AI Response (PII scrubbed), Ticket Details, Timeline, and Attachments list.
  • user-attachments folder: Contains the files uploaded by the user.
  • admin-attachments folder: Contains the files uploaded by the admin.

The ZIP file name uses the format infor-report-[Ticket ID]-[Timestamp].zip .

The package excludes the user name and identity, the comments thread, and admin notes.

PII such as emails, phone numbers, addresses, names, API keys, SSNs, and account IDs is scrubbed and replaced with [REDACTED].

After reporting

After the admin reports to Infor, these sections appear on the feedback detail page:

Admin Report
A read-only section that displays the Summary for Infor and Additional Information the admin submitted. It appears only when the status is Reported to Infor or later and is not shown for direct resolutions.
Download
A card showing the ZIP file name with a download icon. The icon is initially disabled while a progress bar shows the loading percentage. If the download fails during progress, the system automatically retries in the background until it completes. When the progress reaches 100%, the download icon becomes enabled and the admin can download the ZIP package again at any time. A Last downloaded on timestamp is shown below the file name and updates each time the file is downloaded.

Processing an Infor response

When a response is received from Infor, the admin completes these steps:

  1. Open the ticket whose status is Reported to Infor.
  2. Click the status list and select Mark Resolved (Infor).
  3. Specify Resolution Type and Infor Resolution Summary.
  4. Click Submit. The status changes to Resolved - Infor.

    The Resolution Type selected by the admin (Fixed, Not an Issue, Duplicate, By Design, Won't Fix, or Cannot Reproduce) appears in the Resolution field under Ticket Additional Details.

    The resolution summary is automatically posted in the shared Comments thread and is visible to both the admin and the user in this format: Resolved-Infor: "<Resolution Summary>"

The user reviews the resolution and closes the ticket. Administrators cannot close a ticket; only the user can close it.