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Simply put, the best support cases are both detailed and specific.

1. What happened?

   • I encountered an error message with this statement

2. When it happened?

   • During a Payroll Process generation

3. Where it happened?

   • In the Payroll Processing programs

4. What were you doing at the time?

   • Generating the biweekly payroll process

5. What you expected to happen?

   • Successful generation of the payroll process

Here are some additional items to consider:

• Entering a specific Case Title
  • Avoid using generic or unhelpful descriptions like Error Encountered or Unable to Generate.
• When writing a description to the case, enter the Product Suite and Product Module that you are working through.
  •  The application support team may need to collaborate with other groups.
• Include the menu path of the program or module you are interfacing with.
• Include the onscreen error message if presented with one.
  • Often error messages have direct resolutions, the specific error included may speed up your case resolution.
• Consider adding your step-by-step process to replicate the error, if possible.
• Include a screenshot or series of screenshots for Support to better understand the issue.
• If working with multiple screenshots, consider adding them do a word document or similar program to organize the screenshots into a narrative.
• Avoid large attachments or any attachment that contains PII (personally identifiable information).