Before submitting an incident to Product Support, gather the information needed to provide Product Support with data to reproduce and investigate the problem. It is very important to thoroughly prepare the description and supporting data to avoid delays in resolving the incident. Product Support may need and request additional information depending on the nature of the incident.
When logging an incident, the following information is required:
•Categorization of the problem
•MoversSuite product name and version, for example “Order Information 5.03.0.40686”
•Exact full text of any error message and the error number
•The exact steps required to reproduce the problem. After documenting the steps, try them again before sending them to Product Support to ensure that the steps are correct
•Other explanatory notes regarding the problem. For example, can you reproduce the problem, or does it happen intermittently? Does the problem happen to all users or a select few? Does it happen on all workstations or only selected workstations?
•Incident type – question, problem, enhancement, or training
•Any attachments relative to the incident