Incident Form for Report an Issue
Table of Contents
Overview
Form for reporting an issue to the Matrix42 AG Customer Support
Do not copy and paste the customer's email 1:1 as a description. Reproduce it in your own words. After all, you have already worked on the topic and understand it better than the customer. It's beneficial to utilize the customer's information whenever possible.
Malfunction Form
Subject: <Your Ticket ID > <short summary of incident>
Please fill out the form completely. For example, if no prerequisites are necessary, please remove the sample text (and replace it with a - ).
The customer's issue must be reproduced in the partner's test system, which should always be up-to-date with the latest product version (last available hotfix, etc.).
Form as text file (plain text) for download: Partner_Malfunction_Form.txt
Affected Customer:
Processor of the partner:
Contact person at the customer (if required):
Product version of the customer system:
Is it an On-premise Cloud system:
Is it a Prod- or a test system?
Ticket opened at the partner on:
Priority from the customer/partner’s point of view(1-4):
(1 high – 4 low)
Is a workaround available?
Symptoms/Use Case:
Please describe the use case and the steps to reproduce the behavior in as much detail as possible. We should be able to reproduce the problem with your information.
Result after performing the steps:
Please describe the current (faulty) behavior as much detail as possible.
Expected result:
Please describe the expected behavior in as much detail as possible.
Analysis steps:
Please describe which analysis work has already been carried out and what result/insights the individual steps yielded.
Is the problem reproducible in your test system?
Logs and error message:
Please include all logs and error messages as attachments.
Please do not include logs or screenshots in the text.
Additional Information
Always attach the current log files (Server Log.zip, Debug Log, etc.) to each request - even if you suspect they are irrelevant.
Explanations for some of the requested data:
- Version of system
Enter the product version the customer is using. For Empirum please include the DB version. - Version of subsystem
For example, if the reported behavior was reported for the Empirum connector of Enterprise Service Management, please enter the version of Empirum, including the DB version. - Version of testsystem
A version of the test system in which the customer's issue was reproduced in the partner's test lab. - Browser
Name the browser used and its version number.