REQUEST: Please include this information with EVERY POST

[Kyle R]

Hello Everyone,

Please include the following information with every new post, to help us help you more quickly.

SUMMARY - INFORMATION TO INCLUDE

Essential Information

• Product Name and Major Product Version
• Desired Outcome

Recommended Additional Information

• What has been done, and what was the result?
• Issue details - What, when, who, where.
• Screenshots, logs, steps, links to documentation or knowledge docs.

If you include nothing else, then include the "essential information."

Including descriptive information up front, reduces the number of clarification posts to understand the issue.

Thanks, Kyle_R.

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In more detail . . .


INCLUDE THESE WITH EVERY POST


1) Product Name

E.g. "Service Management" or "ITSM" or "IT Service Management." 
If working in a specific module, then include that as well, such as Service Point, xFlow, Service Catalog.

2) Major Product Version

E.g. 17.2.

We're not too fussy about how you record the product and version, but it really helps if it is there to know what is being discussed.
You may know what module you're talking about, but if the rest of us don't, then it's slower to help you.

A lot can change even between point releases, so it is best to include Minor Product Version as well.

For full clarity, optionally give the TechDocs link to the part of the product that you're working with, especially if it is something that has many forms like "security" or "mobile."


3) Desired Outcome

What is the end result that you're trying to get to?
This is usually what you're trying to accomplish.

Note that you don't have to include anything technical at this point - you might be going down the wrong path anyway. 
It could be a business outcome.

E.g. 

• Install CA EEM 12.6 with CA SDM 17.2 on same test server.
• Correct Service Catalog 17.1 form display fault, to be like Service Catalog 12.9.
• Audit log of IP address for every field level update to a Call Request. 

Note that the last example has already dived into a technical solution in stating the problem. It might be better to re-write this as:

• Be able to identify conclusively who changed a field on a Call Request.

RECOMMENDED INFORMATION TO INCLUDE WITH EVERY POST

The rule of thumb is that we need enough information, so that someone unfamiliar with the environment, problem and results, can understand what is happening, and what is being asked.


4) What has been done, and what was the result?

This is where you describe the detail of the problem or question. 

At a minimum, please consider:

• What was being attempted (steps, documentation reference)
• What was expected to happen
• What actually happened (Error, screenshot, description)

If you have a straight question, then by all means ask it. 

The following are some questions that may help you to better understand and describe the issue or question to us.

In one problem methodology, you might break things up into "Objects" and "Deviations" and then apply the following to both.

• WHAT 
• WHERE
• WHEN (Eg Start, end, growth, frequency)
• WHO

If you have tried something, then tell us what was tried.
If you were following published steps, then provide the link to those steps.

If something happened, then tell us what happened.
Better, include a screenshot or log extract.

Thanks, Kyle_R.

[System]

Thank you for sharing these tips to get help more quickly Kyle!

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Chris Hackett
Community Manager, Broadcom Enterprise Software Division
Broadcom Inc.
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