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What To Include In A Ticket

Submitting a ticket

Ticket

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

1)
    the
  1. The IP addressaddress, or hostnamehostname, or URL of the server(s) involved
involved.
2) a
  • A screenshot or copy-pasted error message showing the issue, including any specific error codes, messages, or details that might help diagnose the problem.
  • Your IP address (available via wmip.grit.ucsb.edu).
  • A brief description of the issue, including:
    • What you were trying to do when the issue occurred.
    • How long the issue has been happening.
    • Whether the issue is intermittent or consistent.
  • Steps you have already taken to resolve the issue (e.g., restarting the system, trying a different network, etc.).
  • Impact of the issue (e.g., whether it is blocking your work or a copyminor andinconvenience).
    • paste of

    Ticket theFollow-Ups

    errors received
    3)

    If your IPticket address (available via wmip.grit.ucsb.edu)

    Ticket Follow Ups:

    Tickets mayis not be resolved on the first response, in this case please include the following details in your replies:

    1)

      Any screenshots
    1. Screenshots or copy and copy-pasted text of any changes to the errors (ifor issues. If there is no changechange, then please explicitly state so if you do not includeprovide anew screentshotscreenshots or texterror ofmessages.
      2. the error)

      2)

    2. Any changes in the environment should be notednoted, (iesuch ifas:
      • If you tried from a different computer,computer triedor device.
      • If you used a different server,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 yournew networksystems connectionwere hasadded changed)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. Affected users: Indicate if the issue affects only you or a broader group of users.
    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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