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We have a few helpful hints and tips to ensure you are providing us with the levels of information we need to help you in the most efficient and effective manner, these being;:
When did the issue start occurring - has it worked previously?
What actions were being undertaken at the time the issue occurred?
What steps are required to recreate the issue?
When was the dashboard last upgraded?
Has there been any recent changes to the dashboard configuration/ architecture?
How many users are being impacted by this?
What do the log files show - are there any errors? - Provide screenshots/gif’s/videos of the issue
Where is the dashboard installed – i.e. Cloud instances?
What environment is the dashboard installed on – Windows/Linux etc?
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For any enhancement requests, it is always helpful to understand the background of the issue, therefore information such as shown in the list below would be useful;:
Partner / Customer Name
Total number of users using the product
Percentage/Number of users affected by the issue
Frequency of issue
User Impact Statement (e.g. user experience, performance) (one paragraph)
Business Impact Statement (e.g. regulatory compliance, revenue impact - please quantify as much as possible) (up to three paragraphs)
Business impact level: (Low, Medium, High, Critical)
Low Impact is defined as: Minor problem with small impact or functional restriction, impacting a small number of users (less than a hundred).
Medium Impact is defined as: Product can be used but some moderate impact or functional restrictions, impacting a moderate number of users (hundreds), several times a week.
High Impact is defined as: Product can be used but an important function is not available, impacting a large number of users (thousands), several times a week.
Critical Impact is defined as: Production system is down or is severely impacted
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Once we have resolved your issue, we will notify you that we are closing your ticket and the reason why – at this point we will issue you with a short satisfaction survey. These surveys help us to understand where we can improve, but equally we love to hear when we’ve done a great job – therefore please complete these where you can, as we really appreciate them.