Note
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.
Article status
How-To
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
Customer Name
Site name
System composition
System drawing
controller configuration file
new or existing system
Symptom specific Information
Problem Description
detailed problem description
affected units
screenshot of web interface pages
pictures of units front
pictures of units back
network docent screenshot
Error Frequency and conditions
recurrence of the fault
special condition to trigger the fault
Logging Information
- complete log files
Installation Details
Network details
model of used switch
log file of switch
installed FW
