Bosch Building Technologies

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    Praesensa Ticket requirements

    100% helpful (1/1)

    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

     

    • installed FW

    Version history
    Last update:
    ‎06-30-2021 02:59 PM
    Updated by:
    Contributors
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