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To ensure the team can support you faster and efficiently

a Good Description for a ticket request must contain: 1) Title, what is the request for, with concise subject and the correct category (e.g., weighting not running, rerun failure, etc.); 2)

the Description, what you want L2 support team to do, it must describe comprehensively the problem/request including, what you (L1) have done to resolve

(this is essential) with the analysis, investigation, relevant logs, errors, reports, data files, tests, panel homes/individuals, application/s and version/s. Where possible

should always provide evidence like pics/audio; 3) Please ensure all

other mandatory fields

 are completed.

An incomplete / not acceptable description could lead to delay or, return to “waiting for customer” state.