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Reporting Computer Issue/Problem Cheat Sheet by

Computer Support Problem Reporting
support     computer     problem     reporting

Introd­uction

In order to assist with reducing time loss, then, here is a list of the 12 bits of inform­ation and guidance to have ready to help expedite requests the next time you’re in need of contacting support services.

Inform­ation

1. What is the issue?
 ­ ­ ­ a. Be as descri­ptive as possible.
2. Who is experi­encing the issue?
 ­ ­ ­ a. Contact inform­ation, phone number, email address, and what time of day that works best for contact?
3. When did the issue first start to occur?
 ­ ­ ­ a. Dates and times
4. Has this issue happened before?
 ­ ­ ­ a. If yes, when?
5. What impact is the issue having on you, your team, or depart­ment?
 ­ ­ ­ a. Somewhat functi­onal, non-fu­nct­ional or complete shutdown?
6. Is the issue affecting a single user or more than one person?
 ­ ­ ­ a. Are there any correl­ations between these users such as computer type, changes in enviro­nment or recent upgrades to hardware or software?
7. Do you experience this issue on another comput­er­\dev­ice­\ne­twork?
 ­ ­ ­ a. Is it location or area specific, buildi­ng-­rel­ated, or specific to a group of users?
8. Has anything else changed since this issue started?
 ­ ­ ­ a. Have there been any recent software changes (including instal­lat­ions, deletions, reconf­igu­ration, other modifi­cat­ions)?
 ­ ­ ­ b. Have there been any recent additions to the system (adding hardware, upgrading hardware or hardware drivers, adding periph­erals)?
9. Does rebooting the computer fix the issue (on the Server or Client machines)?
10. Are there other applic­ations preventing the software from working?
 ­ ­ ­ a. Virus, Malware, Firewall or other applic­ations running on the server or the client’s machine?
11. Is the issue web browser related?
 ­ ­ ­ a. Trying another browser for Server portal issues can sometime resolve issues.
12. Is the issue network related?
 ­ ­ ­ a. Have there been any changes to the network or network hardware?
 ­ ­ ­ b. Recent changes or issues with their Directory Services?
 ­ ­ ­ c. Can they log in to another shared applic­ation or drive?
 ­ ­ ­ d. Has the computer been moved recently causing loose cables or other connec­tions?
 ­ ­ ­ e. Are cables being unreas­onably stretched or crimped?
 ­ ­ ­ f. What type of enviro­nment is the computer set up in – Wi-Fi or Wired?
 

Problem Report

Writing Software Defect Report

1. Clearly Named Defect title for Defining the Defect.
2. Steps To Reproduce The Defect.
3. Be Specific.
4. Clear Defect Descri­ption Faster Resolution
5. Background Stories Make for Better Unders­tanding Of Defect.
6. Defect Tagging for Searches.
7. Simplicity Is The Ultimate Sophis­tic­ation.
8. Don’t make business decisions, only pass the Inform­ation.
9. Severity and Priority of Defects.
10. Use a Checklist to Avoid Mistakes when Reporting Defect.

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