Praesensa Ticket requirements

[#1]

In order to quickly offer a technical solution or to provide a professional advice for the next analysis steps, the technical support specialists need to get some general and basic information.

Ticket content should always be in English and provided in a well summarized and structured way in order to be able to provide a quick and appropriate feedback.

Not following the guideline will impact the processing time of the ticket.

General Information

• Customer Name

• Site name

• System composition

• System drawing

• controller configuration file

• new or existing system

Symptom specific Information

Problem Description

• detailed problem description

• affected units

• screenshot of web interface pages

• pictures of units front

• pictures of units back

• network docent screenshot

Error Frequency and conditions

• recurrence of the fault

• special condition to trigger the fault

Logging Information

• complete log files

Installation Details

• Network details

• model of used switch

• log file of switch

• installed FW