One of the biggest problems in resolving any issue is information collection. When there is a production down situation collecting accurate and complete information on time is of paramount importance. How to standardize document collection process for all the clients?
Whenever there is production down situation, it is noticed that clients want to get resolution as soon as possible. In such a critical situation time is always of the essence and so clients don't want to waste their time in properly documenting the case, attaching all the docs and provide their contact information.
If some standard procedure is adopted on time that will help them getting their production up and running in short interval of time and spend less time providing all the details in their ticket.
Every site should have their data-bank associated with their site id. Data-bank should be categorized according to each CA product, each component installed and platform on which CA products are installed. Platform should include OS version, Kernel version/architecture, and OS service packs applied. A list of all CA patches applied should also include. There should also be information about firewall and location of all the boxes in client's environment.
This information should be maintained by each site whenever there is any major/minor change occurring in their environment. List should also include person in charge of the box along with his/her direct phone number and email address. Accuracy of this information is responsibility of each site.
When a ticket is opened very through problem detail should be included along with the log files for the day of the problem. Any engineer assigned to the ticket should know where to go and get all the information.