Proper Ticket Submission Information
| When entering a support ticket, it is always best to include all of the necessary information to get the ticket resolved as quickly as possible. While the information below isn't a complete list of all ticket types entered, it encompasses a majority of those entered. In addition to the information below, specific to individual ticket entry types, it is important to always include the contact name and phone number of the best person to work with support to resolve the ticket. |
| Issue Type | Information to provide when opening a ticket |
| Monitor |
IP Address/Monitor Number - If either not visible, please provide where the tablet is physically located in the plant. i.e. Next to ironer 1 |
| Monitor Number | |
| Is the light, green, red, black, etc? | |
| Date Issue Started | |
| Description of the issue | |
| A picture of the issue is always beneficial and will eliminate most of the above questions. | |
| No Counts | Where are you seeing the issue? i.e. locally or SpindleLIVE |
| Which equipment are you seeing this? (Spindle equipment name) | |
| Date Issue Started | |
| New Equipment | What is the equipment name? |
| Where is it going? i.e. Spindle Area | |
| How many lanes? | |
| What is the classification for this equipment? If new include details from issue type "New Classification" | |
| Which monitor would you like this displayed on? Provide IP address | |
| Will it be manual or automated? | |
| If automated, do you need a quote for equipment? | |
| Wiring schematics if you need help with wiring yourself | |
| New Classification | What is the code, name, and standard for this classification? |
| Is the classification manual, automated, or non-standard? | |
| Which Spindle equipment should this be associated with? | |
| Has this addition been approved (if applicable)? | |
| More Lanes | Spindle equipment name |
| Number of additional lanes | |
| Spindle Admin | Which option are you having an issue with Spindle Admin? i.e. Users, RCTE, Classifications |
| Does the issue seem to be caused by one user, record, classification? If so, please provide this detail and the date of the change. | |
| A picture of the issue is usually necessary for clarity. | |
| SpindleLIVE | Description of the issue |
| A picture of the issue is usually necessary for clarity with time stamp showing for SpindleLIVE. | |
| Any reporting or analysis page issues should include the filters and date applied. (A screenshot with this information would be most beneficial) | |
| Login Station | IP Address/Tablet Number - If either not visible, please provide where the tablet is physically located in the plant. i.e. Next to ironer 1 |
| Date Issue Started | |
| Description of the issue | |
| A picture of the issue is always beneficial and will eliminate most of the above questions. |
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