Your side of the partnership doesn’t stop at creating the SR – Why is your engagement in the first few days of the SR life crucial for ensuring timely solutions? Connecting with your Support engineer to ensure they are troubleshooting the right issue and providing them with what they need to investigate the problem will keep you both on-track and the momentum flowing to get to that solution faster.
But, what can you do? Here are some best practices:
* SR Creation – It all starts with creating the SR. Take time to enter in a comprehensive description including steps to duplicate, error messages received, affected applications and other pertinent information. Also, include any relevant data such as logs and screen prints. Providing this information helps to prevent back-and-forth requests for additional information and files – AND, presents an opportunity for automation to identify a known issue and quickly provide a solution.
* Proper Urgency
Verify the urgency is correct for your situation and share business impact so that the SR can be prioritized accordingly. If a milestone (e.g. a go-live or other important project date) is impacted let us know. If we don’t already have your milestone logged, we’ll get it logged. If we do have it logged, we can associate the SR with the milestone for the people watching them.
* Provide necessary info and data
Be sure to provide any additional information or files requested by the engineer or by any automation on the SR. But if you believe the requested files are not relevant or you do not know how to collect them, update the SR right away so that we can adjust course or help you with collection of the files.
* Validate the description of the problem
Within the first few days, the Support engineer should have added a note with their understanding of the issue or question. If it does not align with what you believe the issue to be, provide clarification or have a discussion with the engineer. It’s best to get it corrected and properly aligned quickly so that the investigation doesn’t veer off-track and waste precious time in getting you a solution.
* Utilize tools for Connecting
Phone calls, MOS chat, and web conferences are very effective tools to be ensure the engineer has a good grasp of the issue. If the engineer suggests or initiates one of these engagements, please try to engage. If the engineer doesn’t suggest it and you believe it would move things forward, then you can certainly request it. Not familiar with the chat feature? This document has the information and a short video. Doc ID 1643038.2. https://bit.ly/36zikwb
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