WHAT TO DO WHEN REPORTING A TOPS ISSUE.

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When submitting a request to AHN about discrepancies taking place between the data in your TOPS system verse the information in the community website's Address Book, there are a few items that we require, as these are necessary for our team to be able to identify the issue or potentially escalate the request to TOPS support.

 

1. Name of the community that you are reporting.  If an issue has been identified for multiple community websites you will need to select one community to reach out to us about at a time, as resolving an issue for one community will almost certainly address the issue for any other communities being experienced at the time of contact.

 

2. Contact information for the POC, or point of contact, for community.  This person should be an authorized individual who has access to both the TOPS system and the community website with administrative access.  We will need their name, email address, and contact phone number, just in case we need to reach out to this individual directly.

 

3. A description of the reported issue.  This should include the name of the resident profile that you have identified as experiencing the discrepancy, as well as the property address associated with the profile, as this will be necessary information for our support team to identify the nature of the reported issue.

 

4. Screenshots from the TOPS system, specifically screenshots of the resident owner's information within TOPS.  The screenshots should be of the data that you have identified as displaying incorrectly on the website but that is displaying correctly within the TOPS system.  This information is paramount for our support team, in case the request does need to be escalated to TOPS support.

 

>>>>>IF YOU ARE USING THE LEGACY FTP CONNECTION WITH YOUR TOPS INTEGRATION, PLEASE REVIEW THE KB ARTICLE TITLED "TOPS - TOPS Troubleshooting Guide" FIRST BEFORE FORWARDING THE INFORMATION INDICATED ABOVE TO OUR SUPPORT TEAM<<<<<

*these steps are predominantly for websites setup with the API connection to TOPS, instead of the Legacy FTP connection