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.
- Customer Name
- Site name
- System composition
- System drawing
- controller configuration file
- new or existing system
Problem Description
- detailed problem description
- affected units
- screenshot of web interface pages
- pictures of units front
- pictures of units back
Error Frequency and conditions
- recurrence of the fault
- special condition to trigger the fault
Installation Details
- cable length margin
- custom or stock cables
- Network details
- model of used switch
- log file of switch
- installed SW
- installed FW
