Tips 1-4 Before Calling Support located in ERP Software Blog
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| Written By Bryan Page, .NET Developer at Rockton Software |
5) Does the issue happen for everyone
Can your colleague do the same steps successfully? Can a program admin, or network admin get the expected results?
Test it out with a couple different users.
6) Has the issue ever happened before
Is this something that had occurred and been fixed before? Is it something that fixed itself and is now coming back? Is this something that someone else in your company has encountered and had resolved or still dealing with?
7) What steps have you tried to fix the issue
What things have you changed attempting to make this work? Are these changes still in place or have they been set back to where they initially started? Have the error messages or behavior become different because of the changes? Have you been able to rule anything out as not being the cause?
Every change could potentially be causing a separate issue that needs to be kept in the back of your mind; especially if, the error or behavior changes along with it. It can become a vicious cycle to troubleshoot the current error and not the initial error that began the support request.
8) What is your current environment setup
A good chunk of support cases have already been resolved, you may just not be aware. The update version of your machine, program, etc. is a vital aspect to know . . . maybe, you are missing an update that has the fix, or the update that was just applied has broken something.
9) What has changed
Have there been any updates applied, new programs added, machine rebooted?
Try and get ahold of your companies IT department to find out if there have been any changes that you’re not aware of—now’s not the time to be proud, either. If you made a change that appears to have broken something . . . let us know. It will drag-out if support does not have all the information. Do not withhold information, even if you weren’t supposed to change something.
10) How to get ahold of you
Sounds simple right?
Well . . . it is! Don’t forget to give us a way to get ahold of you: good and bad times to be contacted, time zone, mobile number, etc.
I hope that you find something here that you can take away from this to help make your next or future support cases run smoothly.
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