In order to improve the efficiency of the incident analisis we are going to give some tips about how to report an incident. First of all, before even creating the incident, you should review the recent notes section or run transaction ANST in your system. Is your system full updated with those notes?
What key data should you provide to Product Support in order to speed up the issue resolution?
Please add this template in your problem description:
• Contact person and telephone number.
• Connection data saved in the secure area, and line opened.
• Report name/transaction code.
• Variant name/steps to follow.
• Observed values/behaviours.
• Expected values/behaviours and the reasons for that expectation.
• Screen shots showing the issue.
• Screen shot of ANST output.