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19.2. When reporting incidents to VISIPHOR, the Customer must provide sufficient detail <br />to enable the Technical Support Analyst to reproduce and diagnose the problem or difficulty, <br />including revision level information, problem documentation and any media containing data. <br />19.3. Each incident reported to VISIPHOR should be properly defined to ensure timely <br />acknowledgement of the support call. An incident is defined as a single support issue that cannot <br />be broken down into subordinate problems. <br />19.4. Each Incident submitted to VISIPHOR shall contain the following information <br />19.4.1. Incident Information <br />• Date of incident <br />• User's Agency, Name and Contact Information <br />• VISIPHOR Application Name, including version number <br />• Location of server/workstation <br />• Issue Details <br />• Describe the nature of the issue <br />• Is the issue sporadic, persistent, or is this the first time it has been <br />experienced? <br />• Describe how the issue impedes the user's ability to perform a specific <br />business process (job function) <br />• For a persistent issue, describe the steps that lead to the problem <br />• Error Information (please provide screen captures, if possible) <br />• What steps, if any, were taken by the user to recover from the incident? (E.g., <br />Application restart, computer reboot, closing and reopening of module, etc.) <br />251-16 <br />