To provide the highest level of support and fix the issues you are experiencing as soon as possible, you need to provide all of the necessary information when reporting an issue. This article outlines all the required details you need to submit when reporting an issue/incident, which will give D7 support a better understanding of the problem and provide a quicker resolution timeframe.
To help support agents investigate and identify the root cause of the problem, please follow the guidelines below when opening support tickets:
|Meaningful Title||Please make sure to provide an appropriate title for the ticket, which captures the essence of the problem and helps to identify it quickly.|
|Priority||For effective incident management, it is essential that the severity/priority levels are well-defined. Please refer to the priority guidelines below when selecting the priority of your ticket.|
Please provide a clear description of your problem and use simple language to eliminate other variables. Indicate the following information:
For example, describe if the issue affects only one user, a group of users, or all users. Please also indicate if there were any changes implemented before the issue occurred, etc.
|Urgent||Critical problems that are severely affecting service, traffic, billing, and maintenance capabilities. These issues require immediate corrective action, regardless of the time of day or day of the week. Continuous support will be provided until the pre-incident condition exists.|
|High||Major problems/conditions that severely affect system operation, maintenance, and administration and require immediate attention. These issues have a lesser impact on system performance, customers, company operations, or revenue, which makes them less urgent that critical situations.|
|Normal||Minor problems that do not significantly impair the system's function and do not seriously affect the core service.|
|Low||Requests that do not affect service or hardware (i.e., questions about upgrades, current/future features, or documentation).|
General Useful Information for D7 Troubleshooting
Whenever support needs to investigate difficult issues, you can pull/generate the required logs to investigate the issue by running the script attached below. The same logs will be forwarded to the Professional Services team if further investigation is required.