Generating a good problem report
"It is not working!"
Help your support person help you: Gather information before you call.
Many a frustrated user has uttered the words "It is not working!" This anguished phrase, whether on the phone, in email or in an online forum, strikes terror into the heart of a front-line telephone support person. For the phrase has told them nothing other than "something" has failed or is failing.
Training users in how to make a useful problem report helps both the user, by helping them get their problem fixed in the shortest possible time, and the developer, by getting them useful information.
In generating a problem report, gather as much information about the problem as you can in the hope that you might get an answer on the first contact.
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