Template for Incidents
Below is a recommended template and guidance on how to create an Incident in our Service Desk. The template helps you to fill the description field.
Your goal is to provide a comprehensive, step-by-step overview of the problem so that the support team can understand, reproduce, and resolve the issue quickly.
How to fill out the Incident Description
Is the issue reproducible? Please state whether you can reproduce the issue consistently (Yes or No)
Date & Time? Please include the exact date and time the issue occurred
Used Web Browser? Please report us which browser you are using
Affected user(s)? Please provide the name and ID of the user(s) affected by this issue.
Steps taken? Please describe all actions taken leading up to the issue, including which buttons were clicked, which pages were visited, and which objects (include IDs where possible) were involved.
What happened during the procedure? Please describe what actually occurred during or after following these steps.
Expected result? What should have happened instead?
Error messages or alerts? If any error messages or alerts appeared, write down their exact wording and attach screenshots if available
Special Circumstances or Additional Context? Include any other factors that might be relevant, such as recent updates, specific system configuration.
Attachments
Whenever possible, include screenshots or a short video. Screenshots should show the steps leading up to the issue and/or the error message displayed.
A short video (if allowed) can be extremely helpful to demonstrate the exact steps taken and the resulting issue.
Our Service Desk Team will review your incident description, determine its priority, and work to find the root cause as quickly as possible.
If we have access to your production system, we will examine the situation there, as this is often the fastest and most effective way to identify and resolve any misconfiguration.
If we still can’t pinpoint the issue, we may need to ask additional questions or request that you continue monitoring the situation before we proceed.