To facilitate an efficient handling of problem tickets submitted to this flow, service managers should provide as much hard data as possible. In particular:

• What are the symptoms of the problem?

• When did the problem start?
  • Any recent changes that may have caused them?

• Is the problem reproducible?
  • Do you have a standalone reproducer?

• Where does the problem occur?
  • Anything hardware specific ("only on machines of type XXX")?
  • Anything OS / architecture specific?
  • Is the problem user specific?

• Criticality
  • How does this problem impact the service?

• Machine access
  • Is the machine in production? Can it be rebooted?
  • Is root and/or interactive access for the Linux Support team required?
    As the answer to this question is likely to be "yes", it will speed up the resolution of the ticket if this access is pro-actively provided

Please note that the ticket will be assigned to a person on a rota, and that you may be asked to provide root and/or interactive access to the assignee for the duration of the Remedy call. Today (May 2009), the accounts of the potential assignees are fuji, jveldik, polok and schroder