Support

If you need assistance or have any questions, the most efficient way to get in touch with our support team is by using our contact form. This ensures your inquiry is directed to the appropriate team member and receives a prompt response. We're here to help you make the most of our platform!

This section is designed to provide quick and comprehensive answers to the most common inquiries our Support team receives from our valued customers.

Is there a list of items that users have access to depending on their user privilege?

Yes, you can find the breakdown of user privileges on this page.

Is is possible to restrict access to categories and guides to specific groups of users?

There is a way to make a category private by using the the flag as described here, this will only restrict access to all standard users, but not to specific teams. The workaround for this is to make guides within the categories private and then add add users or teams that need access to each of those guides. Here's a guide on how to achieve that: How to make guides private to a User or a Team. However, if there is any other content on the category page besides the guides, that content will still be visible to all teams.

Can Authors create and manage courses?

Authors can create and manage courses. A detailed breakdown of course permissions can be found in our Understanding Course Permissions Guide.

Can Authors assign Approval Processes to Guides?

Authors can assign Approval Processes, however, this setting is controlled by site Admins in the Manage Console under Document Control.

How can I invite multiple members to a team in bulk?

You can send multiple invites by adding multiple email addresses separated by commas.

How can I delete a course?

Currently, it’s not possible to delete a course within your Dozuki site UI. However, you can reach out to our support team with a course ID and we will delete it for your via API. Please note that once deleted, a course can no longer be retrieved, so we advise repurposing it rather than entirely deleting.

How can I delete or edit Worklogs?

Unfortunately, it's not possible to edit work orders in Dozuki. However, we can delete the ones you no longer need for you, and users can resubmit them if necessary. If you'd like to proceed with this option, please provide out Support team with the list of work order IDs, and we will delete them on your behalf.

How can I delete all disabled user accounts?

It is not possible to delete any user accounts from your Dozuki site, however, you can repurpose those accounts for new users by changing the username and email address. However, this should only be done if there isn't any activity history on those accounts.

Can I delete a category and all of its content at once?

No. The software does not allow all category content to be bulk deleted for the purpose of protecting that content. It's not uncommon that we receive requests to restore accidentally deleted guides, despite the multiple confirmation messages within the software. Because of this, we want to prevent accidentally deleting a large amount of content with a single action, which may have unforeseen consequences.

How can I retrieve a Guide that was accidentally deleted?

It is currently not possible to retrieve a deleted guide within Dozuki’s interface, however, our Support team can retrieve it for you via API. Please note that deleting a guide doesn’t leave a lot of traces within Dozuki so the requirement for retrieving the guide is providing our team with the Guide ID.

Why is a video I uploaded to a guide not playable?

Depending on the file size it might take some time before the uploaded video becomes playable within the Guide. Large video files take longer to process so if you’re uploading a file that’s larger than 150 MBs, we recommend compressing it slightly before the upload, or simply allowing more time for it to become playable. If you’re still not able to play it a couple of hours after the upload or if you believe that the size of the video is not causing the issue, please reach out to our Support team.

I am getting an error that a file type I am trying to upload is not supported.

Site Admins have granular control over which file types are allowed. You can find this setting at the bottom of the Security page in your Management console. If the specific file type you’re looking for is not on this list, please feel free to submit this as a feature request to our Support team.

Is there a way to add a due date to a course that is already assigned to a team?

Unfortunately there isn't a way to modify existing course assignments, so the best way would be to unassign the team from the course, modify the assignment and then reassign it. However,  no one will have to redo any already completed guides. They'll just get a notification that they've been assigned to the same course again.

The course percentages are not calculating correctly

Occasionally, there are some delays in updating the course percentages, which might take some time to generate accurate results. If this issue persists for longer than a couple of hours, please contact our Support team so that we can look into it.

How can I get a list of all User Accounts by email address?

You can find your site's dashboards by navigating to your username, selecting "Manage," and then clicking on "Reports" in the left-hand sidebar. To look up a list of all users and export them to CSV use the User Activity Report.

How do I get Paused or Completed entity data in Data Capture Reports downloads?

The data capture CSV spreadsheets will only include completed or cancelled work logs. The blank statuses can be assumed as "Completed". Work logs that are still in progress or paused won't be included in the CSVs since the data hasn't been finalized. Those work log PDFs are also inaccessible until they're cancelled or completed.

How can I export a list of all published and Draft guides from my site?

Yes, the dashboard you're looking for is titled Guide Drafts and Release Versions. Just be sure to expand the date filter in the top right of the report.

I made a typo while editing a tag. How can I correct it?

There is a somewhat hidden feature within your Dozuki site that can help with rectifying this. To access it, just add /Manage/tag_synonyms to your site URL. Once there, you'll be able to delete the tag synonym and then recreate the tag. It's worth noting that this action may impact any guide lists you've established with the original tag. If the number of affected lists is minimal, it may be advisable to proceed with deleting and recreating both tags.

When I revert a Guide to its previous version, Users still see the latest version.

When reverting a guide to a previous version, the reverted version will appear as a draft that you need to publish a new version of the guide in order for Users to see the changes.

Can I edit a suspended work order?

Suspending a Work Order is an option that an operator uses when handing off the Work Order to another user/operator. Once you suspend it, you will not be able to go back and make any edits to any of your previous data capture inputs.

Is it possible to update the stages of an approval process without all the pending releases getting cancelled?

No, any changes to the Approval Process will cancel any pending approval release(s) associated with that Approval Process.