Issue/Symptom/Question

I would like to submit a Support Ticket, but I do not have specific error codes, or this problem is intermittent.

Applies To

Anyone submitting a support ticket, though this especially applies to problems related to the systems PfW rely on, such as Remote Desktop Services.

Resolution/Fix/Answer

Which User(s) are being affected? Please provide specific usernames 

Which Server(s) are these users logged into? Are other users on this server being affected? 

When did this happen? Please provide a specific timeframe 

Which Application(s) are being affected? Is this limited to one or multiple? If Penta for Windows, are there specific modules being affected? 

Please provide steps, if possible, on how we can reproduce the issue. 

Did you take any steps to troubleshoot the issue? If so, what did you do? Did this help? 

Cause 

Because of the many different technologies in an environment, some issues are difficult to narrow down and find the root cause.  By giving the above information, patterns can be identified to determine what underlying system may be causing the problem