This is a form to make the reporting of problems consistent, allow records of problems to be kept and a method of discouraging users from reporting faults in the first place.
1. Your name ? ________________
2. Your login name ? ________________
3. The date ? ___/___/___
4. The date the problem first occurred if different ? ___/___/___
5. Problem severity Minor __ Minor __ Minor __ Minor __
6. Which machine ? ________________
7. Which area appears to be at fault ? Communications __ Disk __ Base unit __ Network __ Keyboard __ Screen __ Mouse __ Everything __ Don't know __
7.1 Is it plugged in ? Yes __ No __
7.2 Is it switched on ? Yes __ No __
7.3 Has it been stolen ? Yes __ No __
7.4 Have you tried to fix it yourself ? Yes __ No __
7.4.1 Have you made it worse ? Yes __
7.5 Have you read the manual ? Yes __ No __
7.5.1 Are you sure you`ve read the manual ? Yes __ No __
7.5.2 Are you absolutly certain you`ve read the manual ? Yes __ No __
7.6 Did you understand it ? Yes __ No __
7.6.1 If 'Yes' why can't you fix it yourself ?
7.7 Is the equipment unexpectedly noisy ? Yes __ No __
7.7.1 If 'Yes' what sort of noise ? Grinding __ Rattling __ Whirring __ High pitched whine __ Sound of disk head scouring disk __ Strange, out of tune, whistling or humming __
7.8 Is there a smell of burning ? Yes __ No __
7.8.1 If `Yes' is the equipment on fire ? Yes __ No __
7.9 Is the fault repeatable ? Yes __ No __
7.10 What were you doing (with the equipment) at the time the fault occurred?
7.10.1 If 'nothing' explain why you were logged in.
7.11 What are the 39 steps ?
7.12 Are you sure you arn't imagining the problem ? Yes __ No __
7.13 Do you have any independant witnesses of the problem ? Yes __ No __
7.14 Describe the problem.
7.15 Now, describe the problem accurately.
7.16 Speculate wildly about the cause of the problem.
7.17 Can't you do something else, rather than bothering me ? Yes __ No __
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