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What To Include In A Ticket

Submitting a Ticket

The following should always be included in every ticket to ensure efficient troubleshooting:

  1. The IP address, hostname, or URL of the server(s) or services involved.
  2. A screenshot or copy-pasted error message showing the issue, including any specific error codes, messages, or details that might help diagnose the problem.
  3. Your IP address (available via wmip.grit.ucsb.edu).
  4. A brief description of the issue, including:
    • What you were trying to do when the issue occurred.
    • If a remote connection, how were you trying to connect (ex. ssh, remote desktop, web, vnc, etc.)
    • How long the issue has been happening.
    • Whether the issue is intermittent or consistent.
  5. Steps you have already taken to resolve the issue (e.g., restarting the system, trying a different network, etc.).
  6. Impact of the issue (e.g., whether it is blocking your work or a minor inconvenience).
  7. Affected users: Indicate if the issue affects only you or a broader group of users.

Ticket Follow-Ups

If your ticket is not resolved on the first response, please include the following details in your replies:

  1. Screenshots or copy-pasted text of any changes to the errors or issues. If there is no change, explicitly state so if you do not provide new screenshots or error messages.
  2. Any changes in the environment should be noted, such as:
    • If you tried from a different computer or device.
    • If you used a different network or connection (e.g., VPN, home, office).
    • If any configuration changes were made to the affected system.
  3. Clarify the priority if it has changed (e.g., if the issue has become more urgent or has started impacting more users).
  4. Mention any newly relevant context (e.g., if a similar issue has been reported by other team members or if new systems were added recently).

Optional: Providing Context for Complex Issues

For more complex issues, it can be helpful to provide additional context:

  1. Logs and timestamps: If possible, include logs from the affected systems and the exact time the issue occurred to help correlate errors.
  2. Recent Changes: If possible include any recent changes or commands / programs that have been run that may be related to the issue
  3. Expected behavior: Describe what you expected to happen compared to what actually occurred, to clarify the nature of the problem.
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