Timely reporting of issues

Timely Informtion Is Key In Problem Reporting

If you experience an issue with your system that you need to report to your support people, it needs to be done in a timely manner.

There have been many times I have had a support request, that when I start checking into it, I discover that it is something that occurred quite a while before.  Sometimes months before.

When the issue in question has occurred days to months previously, it makes it much harder, if not impossible, to determine the cause.  Over time, logs get purged, data gets updated, and people forget what the specifics were that lead up to the issue.

Just the other day, I received an email asking about a connection issue that had happened the day before, at 5:30 in the morning.  Unfortunately, the logs that would have given me the information to be able to determine what had happened, had been cleared at 12:30 the day before.  Seven hours after the issue occurred.  Had they contacted me when they became aware of the problem, at around 8:00 that morning, the information that I needed would still have been in the logs.

Another customer reported a problem on a purchase order that had occurred three months prior.  Over the three months, the purchase order had been edited, posted, and received, making it impossible to tell just what had occurred at what point.

The closer the time between when an issue arises and when we start looking at it, the greater the probability that it can be successfully resolved.

For all your support needs contact us at CCS Retail Systems Support.
 

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