Questions to answer when raising an IT Support Ticket

(Help us to help you!)

Sometimes, there is no way to definitively know what causes a computing problem.  However, on other occasions it is possible to trace the problem to a specific event.  In addition, there are often 'known' issues that can cause a problem on one PC/laptop but not another!  Knowing the answers to the questions below can help us to determine more quickly what remedial action is required.  If you are experiencing an issue, please answer these questions to the best of your ability.  If you don't know the answer to a question, just skip it - but please try to answer as many questions as you can.



  Company Name:*   Your Name:*   Contact Number:*   Email Address:*



  1. What is the nature of the problem that you are experiencing?




  2. When did the problem begin?




  3. Have you tried rebooting the computer?

    4.   Yes
      No


  4. Was any hardware added to the system about the time the problem began?

    5.   Yes
      No
      Don't know / Not sure


  5. Was any software added to the system about the time the problem began?

    6.   Yes
      No
      Don't know / Not sure


  6. Do you have anti-virus software installed and running?

    7.   Yes
      No


  7. Is the anti-virus up to date?

    8.   Yes
      No
      Don't know / Not sure


  8. Are you getting an error message, what is the error message?

    9.   Yes
      No




  9. When does the error message happen?




  10. Have you tried doing anything to fix the problem or finding a work-around?  If so, what?

    11.   Yes
      No




  11. Does the problem prevent you from doing your work?

    12.   Yes
      No


  12. What is your operating system?




  13. Can you think of any additional information not covered by the above questions?




  14. Are you aware that if your problem is outside the remit of your support contract a cost may be incurred? *

    15.   Yes



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