HelpDesk Line of Questioning

  1. WHERE - was the error received in the Production system, Training module, etc.

  2. ENVIRONMENT - what are your system settings, including browser version, system resource availability, other applications running at the time, system configuration (memory, disk space, etc).

  3. INPUT
    • Where did the error or problem occur? On the main Data Entry screen, on the List Non-Final Reports, etc. Most importantly include the date and time the problem occurred to determine if it happened prior to a system modification that may have resolved the issue.
    • What problem occurred? Please include exact error messages displayed on the screen, including line number where the problem occurred.
    • What were you trying to do when the problem occurred - add a record, save, validate, delete, etc.

  4. MANAGER FUNCTIONS
    • Where did the error or problem occur? On the main Manager Functions screen, etc. Most importantly include the date and time the problem occurred to determine if it happened prior to a system modification that may have resolved the issue.
    • What problem occurred? Please include exact error messages displayed on the screen, including line number (if available) where the problem occurred.
    • What were you trying to do when the problem occurred - make comments, reject or accept, view corrective actions, etc.

  5. SEARCH AND REPORTS
    • Where did the error or problem occur? On the Search and Reports Control Panel, on the secondary Refine Screens, or in the Preparation of the report. Most importantly include the date and time the problem occurred to determine if it happened prior to a system modification that may have resolved the issue.
    • What problem occurred? Please include exact error messages displayed on the screen, including line number (if available) where the problem occurred. Also include the selection criteria on the control panel (From and To DB fields, Use Saved Criteria, Exclusions) on the main page and on the secondary refine pages. What is the Items Per Page set to (0 or 10). What report where you trying to run.

  6. AUTHORITIES
    • Where did the error or problem occur? On the Search and Reports Control Panel, on the secondary Selection Screens, or in the Preparation of the report. Most importantly include the date and time the problem occurred to determine if it happened prior to a system modification that may have resolved the issue.
    • What problem occurred? Please include exact error messages displayed on the screen, including line number (if available) where the problem occurred. Also include the selection criteria on the secondary refine pages. What is the Items Per Page set to (0 or 10). What report where you trying to run.

  7. ON-LINE HELPS
    • Where did the error or problem occur? What Help Link were you using? Most importantly include the date and time the problem occurred to determine if it happened prior to a system modification that may have resolved the issue.
    • What problem occurred? Please include exact error messages displayed on the screen.