Logging an Incident in Support Web

Before logging an incident, customers are requested to follow the steps outlined in Information to Gather Prior to Contacting Technical Support and Searching for Answers in Support Web.

If the incident cannot be resolved with the information in our Knowledge Database, the next step is to log the incident in Support Web, being careful to accurately select the appropriate values for each of the mandatory categories.

It is important that customers log each specific issue, as its own incident. Lumping independent issues into a single incident slows down the triage, response and solution process.

Figure 6.1 - Support Web Ask a Question Main Page