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Writing Efficient Incidents

A well described problem is the key to a quick and efficient solution, either in the form of a simple answer or a patch for PANTHEON. A well-written incident saves time for all involved parties.

Create a new incident by clicking the New button:

Enter general information about the incident:

A well-written incident contains all general information, like version, localization, and field. See Creating a New Incident for a description of the fields.

You can conveniently create an incident from PANTHEON. If you select the Help Desk option in PANTHEON's Help menu, information about the version, localization and field will already be filled in. Your support provider will be notified by e-mail when you save the incident.

In Short description, enter the location in the program where you encountered the problem and an indication of the problem's nature.

In Long description, write a clear and concise description of the problem. Include any relevat information that might be useful for finding a solution, for example:

• Was the database migrated from 5.0 to 5.5? This is often of key importance.
• Frequency of the problem: does it happen only with one user or more of them? Does the problem appear randomly or only in specific circumstances?
• External programs: are there any non-standard triggers? Any imported data?
• Depending on the situation, it might be useful if you include any relevant settings in the Administration Panel or elsewhere that could be related to the problem.

Write the description as clearly and unambiguously as possible. You can also add screenshots that might help the support provider. See Attaching files.

After you have finished describing the problem, save the incident by clicking the Save button . This also sends a notification e-mail to your support provider, notifying him about the new incident.