¿Cuáles son las mejores formas de capturar información relevante en un informe de problemas?

Sometimes the simplest solutions can solve problems. Could you make sure its plugged in properly from all ends? And pay attention to how often it happens. Is it after something you do? When you run a specific program for a length of time? take your time and find the root of the problem.

Clearly articulate the problem in a concise and detailed manner. Provide a brief but comprehensive overview of the issue, including any error

I found incorporating checklists can streamline the process and ensure consistency. A checklist could include: verifying operating system and software versions, checking hardware specs and network connections, noting error codes and messages, and outlining steps to reproduce the issue. Tools like System Information and Event Viewer can be listed for gathering specific data. This approach ensures no critical detail is overlooked, making diagnosis more efficient.

Never assume that the user will provide all the necessary information right out of the gate. Make sure to ask specific questions that will pull out the necessary information you are looking for and if they say they already have done a step, have them repeat back to you exactly what they did. Had a user tell me they restart their computer every night, problem is that they closed the laptop lid and then open it in the morning. So in asking their steps they took, I was able to surmise they did not in fact restart their system appropriately.

Focus on the main issue. Then, step back and trace the reason for this problem. Most problems started with small ones. If you can layer these little problems together, you can find the root cause of the issue and identify each layer to solve it.

For Windows OS users there is a baked in tool called Steps Recorder (called Problems Steps Recorder in Windows 7). This is a program that helps you troubleshoot a problem on your device by recording the exact steps you took when the problem occurred.

Include step-by-step instructions on how to reproduce the problem. This helps the recipient understand the context and replicate the issue, making it easier to identify the root cause.

In my experience with troubleshooting anything I want to ask questions that’s gonna eliminate the issue and get to the root cause and start from there and work towards solving anything else that needs solving. Example. My internet is not working which to me means either your ISP is having trouble or it’s something inside or outside the premises. Then from there I can eliminate anything that is not affecting the internet and get to a quicker solution.

I've often found that talking to the end users directly and getting their perspective on the problem can lead to shortening the time between discovering a problem and finding the right solution it's a lot easier when you have a road map or directions to the root cause.

From a helpdesk perspective, some of the best details come from the customer. When they encounter issues, they are experiance them, meaning they saw the symptoms. For example, if you get a ticket that just says, "printer is broken", that doesn't give you much to diagnose the problem. But when you get to talk to the customer, you will find out that it could be making a grinding sound, or jams when using a different tray, etc,.

Depending, on where you live or work, it might vary to some extent. Having an easily and readily accessible knowledge base within the organization with a proper logic tree to set you or anyone else up in your organization for ease of use and search functionality, will extremely improve effectiveness and efficiency with which you can find the information you need to help with problem resolutions. We can take that a step further by using key words to find related articles in that database to refine the searches further to help assess and make proper logical guidelines.

This step is of utmost importance— not only does it help your colleagues, but using all your resources and tools to collect vital information (whether by directly engaging the user(s), or trying to cover every angle with questions or research etc.) will prevent double-work, or save time for escalations, if any.

Organize informações com clareza. Use um formato padrão, incluindo resumo, descrição, detalhes e sugestão de solução. Utilize recursos visuais para facilitar a compreensão.

Require the user to reproduce, recording actions. Find errors through additional AI analysis. Implement change through team feedback loops that consistently review flow updates.

In the review and verification process, the reporting user should cross-check each detail for accuracy and ensure the inclusion of all necessary information to understand (and reproduce) the problem. The report should be clear and outline all relevant information. This process in steps: 1. Check that all details provided match the observed issue 2. Confirm completeness of the report (all relevant information, including steps for reproduction or troubleshooting steps taken, should be disclosed) 3. Assess the relevance of provided information (be complete, but succinct!) 4. Review clarity

Reveja relatório de problemas, ele tem que ser preciso, completo, relevante e claro. Teste para garantir a reprodução do problema. Corrija erros antes de enviar a denuncia.

Once the user has submitted the report, it's important they submit it through the correct channel(s) for their organization, and keep a copy for their own records if that process isn't automatic. They should follow up regularly and maintain professional/respectful communication, and be prepared to answer questions regarding the issue. When the issue is resolved, they should be sure they understand the resolution in case a similar issue arises in the future (not to mention that it's a great learning opportunity!). This process in steps: 1. Submit the report according to organizational procedures 2. Retain a copy for personal reference 3. Follow up regularly 4. Once the issue is resolved, use it as a learning opportunity!

An example I see when someone says my wifi isn’t work or it’s slow. I ask how long has been and what do you do with Wi-Fi for fun or work. Then from there we can see if there to many devices using bandwidth or maybe it’s time to upgrade devices or upgrade internet speeds or just use what you have but configure settings to get the best performance.

Envie seu relatório seguindo procedimentos da organização. Mantenha uma cópia para referência. Comunique-se educadamente para acompanhar a resolução. Práticas eficazes para resolver problemas.

Para mi es muy importante tener una base de conocimiento donde estén documentados los incidentes y las acciones que se tomaron para resolver. La cual debe ser de fácil acceso y con diversas opciones de búsqueda. La misma debe ser mantenida por un grupo reducido de personas, para que la información que contenga sea coherente, certera, lógica y principalmente sea útil para quienes requieran utilizarla.

Attach screenshots or log files that capture the problem. Visuals can provide a quick understanding of the issue, while log files offer detailed information about system behavior and errors.

Most of these seem focused on the "why?". But all of this can be taken a step further to answer the "how?" and the "why?". Asking what allows you to keep things simple and get the job done, which may be satisfactory in some reports/situations. But others call for deeper analysis. Knowing the how and the why can prevent further incidents and make you better at the same time. Don't be a yes-person or be a person that questions everything, do both when the time comes.

No sistema onde deixamos o relatório das ordens de serviços temos um campo de observações internas que o cliente não tem acesso. Ali temos o padrão de registrar sempre todos os testes que foram feitos; o detalhamento de todas as peças que estão no PC. No segundo parágrafo começamos sempre da mesma forma. Primeiro pontuando o que é NECESSÁRIO fazer para resolver o problema reclamado, e depois dizemos o que é ACONSELHÁVEL fazer para melhorar a utilização do PC. Como por exemplo upgrades, ou troca de bateria viciada.