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In order to quickly offer a technical solution or to provide a professional advice for the next analysis steps, the technical support specialists need to get some general and basic information. Ticket content should always be in English and provided in a well summarized and structured way in order to be able to provide a quick and appropriate feedback. Not following the guideline will impact the processing time of the ticket. | ||
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| Link to be provided outside of Bosch |
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Check the boxes for which information is requested for the current issue. export the page as a PDF-file by clicking on the three dots on the top right of the page. This document can then be forwarded to the customer |
General Information
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Customer Name
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Site name
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System composition
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System drawing
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controller configuration file
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new or existing system
Symptom specific Information
Problem Description
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detailed problem description
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affected units
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screenshot of web interface pages
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pictures of units front
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pictures of units back
Error Frequency and conditions
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recurrence of the fault
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special condition to trigger the fault
Logging Information
- complete log files
Installation Details
- cable length margin
- custom or stock cables
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Network details
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model of used switch
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log file of switch
- installed SW
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installed FW