Field | Details/Description |
Employee's Name (unless already in the ticket) (Name of the person submitting the ticket. Include manager name if necessary) | |
Project (Project and software package associated with the issue) | |
Circuit ID (if applicable- ID of the circuit, if relevant to the issue. Circuit ID is the internal number appended to the end of the circuit name. Ex: Lakemoore F52- 14. The circuit ID is 14) | |
Site ID(s) (if applicable - (IDs and qualifying information for the relevant site(s)) | |
Problem Summary (Brief description of the problem) | |
Screenshots (Full screen screenshots should be included in the ticket.) | |
Steps Taken (Actions performed and troubleshooting steps. Be thorough in documentation of details. Include user communications and dates.) | |
Employee’s Phone Number (Preferred contact number for the user. Include time when user can be contacted) | |
Computer Name (If applicable /Name of the computer involved in the issue ) | |
Company Name (external users) - Company associated with the external user | |
Website Accessed (external users) - Website the user is trying to access. Include browser name | |
Security Role (if available) - Security role assigned to the user. Check the roles and groups table in the relevant SQL database. |