BASIC CALL LOGGING PROCEDURES

The aim of this process is to illustrate what information needs to be initially logged into a job. The general philosophy of call logging is to gather as much relevant information and to eliminate any minor questions. Please note that the below points may not be relevant for all jobs that are being logged. Please use dissection while logging a job and deciding what needs to be asked. Overall, all relevant information needs to be entered so that as many variables as possible can be eliminated from the diagnosis process.
 
 

• School name and unique name
• Who is being effected? Individuals\groups\everyone? Please supply username and password of at least one person who is being effected
• What application is being effected? Supply application version number, application error message and any steps to reproduce error.
• Was the problem able to be recreated on the same computer with a different user? Was the problem able to be recreated on another computer?
• Have you been able to recreate the error?
• What troubleshooting was performed to try and overcome this issue? What effect did this have on the problem.
• If relevant please supply a screen dump.