Implementation & adoption
What information makes a CIMCO support request easier to resolve?
Updated
CIMCO supportTroubleshooting
Direct answer
Include the product and exact version, affected machine or workstation, error text and screenshots, what the user was doing, when it began, whether it is repeatable, recent changes, and the troubleshooting already attempted. For communication issues, add the port or protocol and a narrowly captured log when available.
Practical checkpoint
A person unfamiliar with the incident should be able to reproduce or locate it without first asking which system, screen, file, machine, or time period is involved.