Laserfiche WebLink
<br />19.2. When reporting incidents to VISIPHOR, the Customer must provide sufficient detail <br />to enable the Technical Support Analyst to reproduce and diagnose the problem or difficulty, <br />including revision level information, problem documentation and any media containing data. <br /> <br />19.3. Each incident reported to VISIPHOR should be properly defined to ensure timely <br />acknowledgement of the support call. An incident is defined as a single support issue that cannot <br />be broken down into subordinate problems. <br /> <br />19.4. <br /> <br />Each Incident submitted to VISIPHOR shall contain the following information <br /> <br />19.4.1. <br /> <br />Incident Information <br /> <br />. Date of incident <br /> <br />. User's Agency, Name and Contact Information <br /> <br />. VlSIPHOR Application Name, including version number <br /> <br />. Location of server/workstation <br /> <br />. Issue Details <br /> <br />. Describe the nature of the issue <br /> <br />. Is the issue sporadic, persistent, or is this the first time it has been <br />experienced? <br /> <br />. Describe how the issue impedes the user's ability to perform a specific <br />business process Gob function) <br /> <br />. For a persistent issue, describe the steps that lead to the problem <br /> <br />. Error Information (please provide screen captures, if possible) <br /> <br />. What steps, if any, were taken by the user to recover from the incident? (E.g., <br />Application restart, computer reboot, closing and reopening of module, etc.) <br />