What Information to Include in a Support Request
Overview
Providing the right information when submitting a support request helps the vis|ability team understand the issue, begin troubleshooting, and get your request to the appropriate resources as quickly as possible.
What to Provide
When requesting support, include as much of the following information as you can:
- System or Site Name – Identify the location or vis|ability system experiencing the issue.
- Description of the Issue – Explain what is happening and what you expected to happen.
- When the Issue Began – Let us know when you first noticed the problem and whether it is ongoing or intermittent.
- Affected Components – Identify any Users, workstations, Display Nodes, displays, sources, or other components affected.
- Screenshots or Error Messages – Include screenshots, error messages, or other visual information whenever possible.
- Recent Changes – Let us know about any recent software, network, hardware, configuration, or infrastructure changes.
- Troubleshooting Already Performed – Tell us what you've already tried and what happened.
- Impact – Let us know how the issue is affecting your operations, particularly if critical functionality is unavailable.
The More We Know, the Faster We Can Help
You don't need to have every answer before contacting support. If you're unsure, submit the request with the information you have. The vis|ability Support Team can work with you to gather any additional information needed during troubleshooting.
For information on requesting assistance, see How to Get Help from vis|ability.