In order for Heidrick Support to effectively address a ticket a customer should provide as much information as possible.
In order for Heidrick Support to effectively address an Incident, a customer should provide the below information when logging an incident.
Details of the Issue
- Error message print screen
- Steps to reproduce.
- Screenshots
- Output Examples
- What did you expect to happen or see?
Frequency and Predictability of Issue
- How often does it happen?
- Is it intermittent?
- Does it happen each time function is used?
Business Impact
- Does it impact all users?
- Does it occur on all devices?
- Do you have a workaround?
- How often is the process completed in a day?
- If a performance issue: How long in seconds or minutes?
an incident.
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