Digital Signage - Report an Issue

Who is Reporting the Issue?

  • Reporter's Name: Full name of the person experiencing or reporting the issue.
  • Contact Information: Best way to reach them (email, phone number, internal extension).
  • Department/Location: Helps IT understand the user's context and if they need to go on-site.

What is the Problem? (Issue Description)

  • Clear and Concise Subject/Title: A brief, informative summary of the problem. This is the first thing IT sees.
    • Examples: "Cannot log in to Salesforce," "Printer in Room 305 offline," "Outlook crashes on startup."
  • Detailed Description of the Issue: Explain exactly what is happening.
    • What is the specific symptom? (e.g., "The application freezes," "I get an error message," "My monitor is black.")
    • Exact Error Messages: Crucial! Copy and paste the full text of any error messages. Screenshots are even better.
    • When did it start? (e.g., "This morning," "After the last Windows update," "It's been intermittent for a week.")
    • How frequently does it occur? (e.g., "Every time I try," "Randomly," "Only once so far.")
    • Is anyone else affected? (Helps gauge the scope of the problem – just the reporter, their team, or everyone?)

Context and Steps to Reproduce (The "How, Where, When, and What else?")

  • Affected System/Application/Device:
    • Application Name & Version: (e.g., "Microsoft Excel 365," "Company's HR portal.")
    • Device Type: (e.g., "Dell Latitude Laptop," "iPhone 15," "Desktop PC.")
    • Operating System & Version: (e.g., "Windows 11 Pro," "macOS Sonoma 14.5," "iOS 17.5.1.")
    • Browser & Version (if web-based): (e.g., "Google Chrome 125," "Mozilla Firefox 126.")
    • Specific URL (if web-based): The exact web address where the issue occurs.
  • Expected vs. Actual Behavior:
    • Expected Behavior: What should have happened when you followed the steps?
    • Actual Behavior: What did happen instead (the problem)?
  • Recent Changes: Did anything change just before the issue started? (e.g., "New software installed," "System update," "Network cable moved," "New peripheral plugged in.")
  • Troubleshooting Already Attempted: List any steps you've already taken to try and fix it (e.g., "Restarted computer," "Rebooted router," "Cleared browser cache," "Checked power cables"). This saves IT time by avoiding redundant efforts.

Impact and Priority

  • Business Impact/Urgency: How severely does this problem affect your ability to work or the business's operations? (This often translates to the ticket's priority level).
    • Examples:
      • Critical: "Cannot perform any work, system completely down."
      • High: "Cannot perform a critical business function, delaying important tasks."
      • Medium: "Inconvenient, a workaround exists but is inefficient."
      • Low: "Minor annoyance, or a question about a feature."
  • Number of Users Affected: Helps IT understand the breadth of the problem.

Attachments (Extremely Helpful!)

  • Screenshots: Visual proof of error messages, unexpected behavior, or the problematic interface.
  • Video Recordings/GIFs: Especially useful for intermittent issues or those requiring a sequence of steps.
  • Relevant Log Files: If the user is technically savvy and knows how to access them (e.g., application crash logs).

By providing these details, users empower IT support to diagnose and resolve issues much more quickly and effectively, leading to a smoother support experience for everyone.