Perfect ticket

This article is a guideline for what to write when reaching out to Secomea's Support Department.

HOW TO STRUCTURE YOUR SUPPORT REQUEST:

To create a useful support request, please provide the following four points of information:

1) The Action: What actions were you trying to achieve when you encountered an issue? What went wrong?

2) The System: Include details, such as your SiteManager's serial number, firmware version, Agent Name, Username(s), GateManager address, log files and issue-specific screenshots. Remember to timestamp any errors.

3) The Impact: Does your problem affect all users, or only specific users?

4) The Fixes: What actions did you take to try to resolve your issue before contacting Secomea Support?

HOW TO EXPLAIN YOUR PROBLEM:

Describing the issue that the user is experiencing can be quite difficult, below you will find some examples of the same issues but described in different ways and why it makes the troubleshooting easier for the support team

An unhelpful support ticket contains a one-liner description. For example:

“We cannot connect to agent “Siemens”, please help".

An improved request to the one-liner above would be the following paragraph:

“We cannot connect to the agent “Agent Name” on SiteManager “SiteManager name” on our GateManager “GateManager address”. When clicking the connect button there is an error message – see the screenshot." (with a screenshot attached).

This gives the Support team all the initial information required to troubleshoot your issue. In most cases, the issue will already be known, resulting in a quick resolution time for the ticket.

Some failures may include a string of issues, including system components unrelated to Secomea. Should this scenario arise, please do not forward the entire error log to Secomea. This means that the Support team will have to and figure out the context of your entire case, slowing down the time to resolution.

Instead, please make a synopsis of the issue that provides Secomea with the four pieces of key information - what went wrong, the specifics of your platform, who the problem impacts, and what actions you took to resolve your issue.

THE VALUE OF A PERFECT SUPPORT TICKET:

If Secomea Support gets the right information, your issue will be resolved significantly faster. 

INFORMATION TO INCLUDE IN YOUR SUPPORT REQUEST:
The basic troubleshooting information required by Secomea Support consists of the following:

The affected GateManager's address and Domain Token: 
When you provide this information,  Secomea Support will not need to guess where your devices or users are located.

The affected SiteManager's serial or Username:
This informational allows Secomea Support to check for setup errors. For example, if a user is disabled, or the SiteManager is offline or incorrectly set up.
 
Other Information that can be useful is the firmware version, a screenshot of the issue, or logfiles from the affected SiteManager.

Please have a look at these guides describing how to collect basic log information:
How to collect SiteManager Debug log
How to collect LinkManager Debug log
How to collect SiteManager Extended Status

HOW TO PUT YOUR ISSUE IN CONTEXT:

1) Provide a Sense of Scale.

A common response from support is if the issue affects one user/PC or several users/PCs as this can often pinpoint where to start the troubleshooting and results in a quicker resolution of the ticket.

Including information such as:

If your solution worked before the issue, and when it stopped working, allows support to quickly troubleshoot your issue.

For example: "My SiteManager worked up until yesterday and now it no longer works" is useful information. Please include the time/date of when the issue occurred.

2) Tell us what fixes you've already tried.

Telling Secomea Support what troubleshooting steps you tried, in what order, is extremely helpful.

This will prevent Secomea Support from suggesting steps you've already attempted.

For example: 

1. I reinstalled my LinkManager client.
2. I Upgraded the firmware of SiteManager / LinkManager.
3. I verified that the internet connection for SiteManager / LinkManager is working.
4. I reset the password and requested a new certificate.

HOW TO CONTACT SECOMEA SUPPORT:
Phone: +45 88 70 86 50
Email: support@secomea.com