What information should I include when submitting a HEAT Premise Service Management incident to technical support?

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    Details

    This article describes the information to include when submitting a HEAT Premise Service Management incident to technical support.


    Resolution

     

    Each issue is typically unique but there is some information that is commonly needed to address most HEAT Premise issues. If these pieces of data can be included when you submit your incident it will likely be resolved sooner.

    Product version?

    Environment? (Server OS version, CPU, RAM)

    Full description of the issue?

    Full steps to reproduce the reported issue?

    When did issue start occurring?

    Was there a change made that may have caused the issue?

    Impact / Urgency of the issue?

    Is this impacting all users?

    Does the issue affect one role or multiple roles?

    What troubleshooting steps have you already tried and what were the results?

    If you are receiving an error include a screenshot of the error message.

    Provide the error that is in the Application Event Logs or in the C:\Logs folder for the corresponding service.