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Support & Service Requests

What Details to Include in a Support Request

A short but complete request helps OpenTech route and triage faster with fewer follow-up questions.

Good details reduce delays
The most helpful requests explain the issue clearly, define the scope, and include any visible error information.

Best details to include

  • What is happening
  • When it started
  • Who is affected
  • Whether one user or multiple users are impacted
  • Exact error message if available
  • What has already been tried

Helpful extras

  • Screenshots
  • Device or workstation name
  • Application or system involved
  • Whether the issue is blocking work
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