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As a support organization, we want to resolve your problem as quickly and efficiently as possible. You can help by providing us with as much information as possible when you submit your support ticket. This article provides details about the general information we need from you when you open a request for support. Learn more in Help us help you.
What's the issue?
State the problem in your own words, from the user's perspective. Don't speculate on the possible cause or proposed solution. Just tell us what's happening. A good place to start is to answer the questions in the following sections.
Describe the functionality and the unexpected outcome
- What specific functionality has the unexpected outcome?
- What's occurring instead of the expected outcome?
- How do you know it's an unexpected outcome?
- Is there an error, or is functionality missing? If so, what's the error or the functionality that's missing?
Where does the problem occur?
- What environment does the problem occur in?
- Is there a similar environment where the problem doesn't occur?
- Is there a task that doesn't produce the same problem but is similar?
When did it start happening?
- When was the problem first observed? If you can, provide exact timestamps and the time zone.
- When did the functionality last work? Did it ever work?
- Is there a pattern to when the error or issue appears or disappears? Is there any correlation between when the functionality does or doesn't work and a recent change, such as a solution deployment?
- What activity or session IDs are associated with the error or issue?
What's the extent of the issue?
- Does the task or functionality have many subtasks that we can limit or reduce to pinpoint the problem?
- Is there any commonality between the specific area in the product that's experiencing the problem and similar areas where there isn't an issue?
- If the issue is in the production environment, can you reproduce the issue in a sandbox nonproduction environment?
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