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EventID.Net Documents

Troubleshooting template

By KMex

CUSTOMER DETAILS:
-------------------------
Name:
Phone:
Address:
Country:
Mobile:
E-mail:
Customers language:
Alternative contact:

DESCRIPTION OF PROBLEM:
---------------------------------
Be very specific on the error message (get a screen dump or log files)
Describe the problem (not what you will do to fix it).
What are the symptoms?
Can you reproduce this error?
What has changed?
How often does the problem occur?
How many other users are affected?
What other conditions exist that could be related to this problem?
Has it ever been working?
When was it working?
Is the problem specific for 1 server or several?
Has any network changes been made?

WORKAROUND:
-------------------
How do you work around the problem for the moment?
Is this workaround satisfactory for them? If yes, Why,
If no Why?

CRITERIA FOR RESOLUTION:
----------------------------------
How will you know when the problem is solved? This is used to scope out the call, so we know when the issue has been resolved. In this way there are no discussion on when the call should be closed.

BUSINESS IMPACT ON CUSTOMER:
-----------------------------------------
Will the customer experience any penalties for a system down? (any Financial loss)
How many users are affected?
How does your manager see this problem?
What is the visibility of this problem within your organization?
What is affected by this problem with regards to money and other system?
Does other system depend on this system, if so what is the impact of this system being down?
Can other servers carry out this role?
Is this just inconvenience for 1 user?
Record impact in terms of severity.

PRODUCT:
-------------
What products & service packs?
What other products are installed on the machine?
Use msinfo32 & winmsd to get the information.
Record environment information
(Hardware platform type, model number, operating system, network type. etc.)
Use: Microsoft Product Support's Customer Configuration Capture Tools to collect MS information about the clients environment and troubleshoot the computer.

EXACT ERROR MESSAGE:
-----------------------------
Record all error codes and messages.

YOUR ENGINEER DETAILS:
-----------------------------
E-mail:
Name:
Phone:
Working hours:
(When can you be contacted)

RESEARCH completed
--------------------------
TechNet
Google newsgroups
EventID.Net
Microsoft Newsgroups
Review event logs

For each review draw a conclusion.

ACTION PLAN:
ACTIONS (customer)
-------------------------

ACTIONS (engineer)
--------------------------

NEXT CONTACT:
--------------------
Who will initiate the next contact and how?

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