What text should I include in the support case description when opening?
When opening a support case there is a field titled "Issue Summary & Steps to Reproduce". What should I include in this field?
SolutionYou can put as little or as much information in this field to describe the issue or question, but if you want to experience the fastest and most efficient support from our support team, we recommend using a standard template when opening your support case. This will ensure you do not overlook information the support engineer will require.
The example template below contains all of the information we generally like to know when receiving a support case. This is an exhaustive template which covers most situations. You are welcome you use as much or as little of it as you feel necessary. The use of this is not mandatory, this is provided to give you a starting point and an understanding of the sort of information we typically require.
Support Case Template
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Short Description:
[One Sentence to Describe Case subject]
Long Description:
[Description of Case]
NX Version: [Include full version e.g. NX2412.3000 use Help > About NX]
Other NX versions tested: [Include full version(s) e.g. NX2412.3000]
Is this in Production or Test Environment:
[Production Environment / Test Environment / QA UAT environment]
Teamcenter / Active Workspace Version (if applicable) : [Include full version e.g. TC13.3.3 / AWC 6.1.9]
Steps to Reproduce:
[Detailed description of steps to replicate the issue, include references to screenshots or movie if possible]
Expected Results and outcome of support case:
[How does the result differ from what you expect or the documented behaviour]
[Are you expecting this case to become a problem report, enhancement request or something else]
Impact of Issue:
[Stopped Production / Low impact can be worked around / Group of users impacted / Potential for costly mistakes]
Workarounds Found:
[Have you found a method to avoid this issue or a partial solution]
Case Context:
-When did this issue start occurring?
[This week / Last month / Don't know / Since update or configuration change]
-How frequently does this occur?
[Hourly / Daily / Weekly / Monthly]
-Did the start of this issue coincide with any significant changes to the system?
[e.g. version upgrade, change to configuration]
-Is the issue the same for the same user on a different machine and a different user on the same machine?
[Same for all users / Same if user uses different machine / Only for this specific user on specific machine]
-Does this issue occur with all parts or just some?
[All parts / Some Parts / Only New Parts / Only All parts]
-Is there any obvious pattern to the issue?
[For example, only new parts, only happens with parts containing certain types of components / features]
-Anything further information that could be relevant to the issue...
Supporting Files:
- Part Files: Yes/No
[Name of Part file or Top level assembly]
- Movie / Screenshots Yes/No
[Name of movie(s), screenshots]
- Log Files Yes/No
[NX Log / syslog file name(s) , ideally collected using Generate Support logs for IR/PR]
- Additional Configuration files: Yes/No
[For example, site.dpv , ugii_env.dat, attribute mapping file]
- Other Files: Yes/No
[Additional relevant files, e.g. word documents, PowerPoints etc.]
NotesFor a more complete description of the information required when opening a support case, please see this KB article
What information should I supply when opening NX support case?
