Working with Incidents
This article gives helpful information on creating Customer Support incidents.
You are about to create a Customer Support incident. The incident-based approach is fundamental to how Customer Support handles problems, so it is important to understand how to use it. Attention to the following points will help your contact with Customer Support progress the best possible way.
How Customer Support works
You create incidents to report problems, feature requests, and to ask questions. Customer Support works on these incidents until they are resolved. An incident can be created directly at the Support Portal (see Create Incident).
I need an answer, now
Take advantage of the online Webhelp here, and the dynamic Solution Suggestions which appear as you create an incident Title. Many issues have been seen before, solved, and documented. Make use of this growing body of experience.
Why create an incident?
Incidents are central to how Customer Support operates. All artifacts related to your issue, such as a problem description, screenshots, and log files, are attached to an incident. All work done on that issue is done via the incident. A summary of the issue, log of communications, its current state, analysis work, the responsible agent, and processing metrics, are all kept with the incident. The incident is preserved for future reference.
What makes a really “good” incident?
Start with a descriptive title. Describe the problem clearly. Remember, we must understand the problem, before we can solve it. Here are some questions we often ask. If you can tell us this information up front, we can get to the real problem that much faster.
- What versions of the product (Tosca, Tosca Server, qTest, LiveCompare, ...) and the operating system are being used?
- Was this previously working, and if so, what changed?
- Is the problem repeatable or intermittent?
- Does the problem show-up on one machine or multiple machines?
What attachments will help you work on my incident?
Try to anticipate first-round debug data which would be helpful in understanding and analyzing the problem. Here are some helpful attachments to consider:
- Stack traces (sometimes these are available via a “Details” button in an error dialog), the full stack trace is best
- product specific files: a Tosca SupportInfo file (see KB0011946), Tosca log files (see KB0011252), HAR file for qTest (see KB0014869), ...
What else will help keep my incident moving?
Here are some guidelines that will make your incident easier to focus on, and easier to solve:
- Limit the incident to the reported topic; create different incidents for different problems.
- Keep incident-related communication within the incident.
- When an incident has been resolved, close it. Incidents will get closed automatically if we are waiting on you for information, for two weeks. When this happens, we do not know if you found a solution, or just lost interest.
My problem is especially critical!
When you ask for increased priority, we look at the degree to which the problem impacts your ability to work, and at the number of the users impacted by it. Increased priority is the exception, and not automatically granted.
If you feel that your problem is urgent, and you have a Platinum Support contract with us, in addition to creating or updating the incident, you can contact your designated Platinum Support Representative or your assigned Customer Success Manager. Alert them to the urgency of the situation, and provide them with the number of the corresponding incident.
If an incident is escalated, please be correspondingly responsive in working with us to solve the problem.