Standardized Forum Report Form

[ESALADUANE]

Tool,

It might simplify dealing with user problems if we used a standardized Error Report Form. I'd like to submit this as a model. You can make any changes you like.


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 we can't deal with in the first place.

1. Your Name: _____________________ Do you work here? Yes ___ No ___
Department: ____________________
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. What appears to be at fault? Floppy ___ Mouse ___
Communications ___ Disk ___ Base Unit ___
Network ___ Keyboard ___ Screen ___
Nothing ___ 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 thumped it? Yes ___ No ___
7.4.2 Have you made it worse? Yes ___ No ___
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 absolutely certain you've read the manual? Yes ___ No ___
7.5.3 Did you understand it? Yes ___ No ___
7.5.4 If 'Yes", then why can't you fix it yourself? ___________________
__________________________________________________
_________________
7.6 Is the equipment unexpectedly noisy? Yes ___ No ___
7.6.1 If 'Yes", what sort of noise?
Grinding ___ Rattling ___ Squeaking ___ Musical ___
Whirring ___ High Pitched Whine ___ Clicking ___
Sound of disk head drilling hole in disk ___
Strange, out of tune whistling or humming ___
7.7 Is there a smell of burning? Yes ___ No ___
7.7.1 If "Yes", is the equipment on fire? Yes ___ No ___
7.7.2 If "Yes", is the building on fire? Yes ___ No ___
7.8 Is the fault repeatable? Yes ___ No ___
7.9.1 Have you been using the equipment for the purpose it was intended?
Yes ___ No ___
7.9.2 What were you doing (with the equipment) at the time the fault occurred?
__________________________________________________
_________________
__________________________________________________
_________________
7.9.1 If 'Nothing', explain why you were logged in.
__________________________________________________
_________________
7.10 Do you have any independent witnesses of the problem?
Yes ___ No ___
7.11 Describe the problem ______________________________________________
__________________________________________________
_________________
7.12 Now, describe the problem accurately ______________________________
__________________________________________________
_________________
7.13 Speculate wildly about the cause of the problem ___________________
__________________________________________________
_________________
__________________________________________________
_________________
7.14 Can't you do something else, rather than bothering us?
Yes ___ No ___

[Play_The_0dds]

that has to be the best idea i have seen for tech forums yet, have it pop up when you click new thread on the help forums. then have the info as link under the user's name. and lol, about the last line.

[blizey]

known criminal,

I'm glad you brought that post back. I hadn't seen it. LOL (for five minutes) ! That felt good !

[LooseChippings]

How would this user complete the form?

This is a true story from the WordPerfect Helpline which was transcribed from a recording monitoring the customer care department.

"Ridge Hall computer assistance; may I help you?"

"Yes, well, I'm having trouble with WordPerfect."

"What sort of trouble?"

"Well, I was just typing along, and all of a sudden the words went away."

"Went away?"

"They disappeared."

"Hmmm. So what does your screen look like now?"

"Nothing."

"Nothing?"

"It's a blank; it won' t accept anything when I type."

"Are you still in WordPerfect, or did you get out?"

"How do I tell?"

"Can you see the C: prompt on the screen?"

"What's a sea-prompt?"

"Never mind, can you move your cursor around the screen?"

"There isn't any cursor: I told you, it won't accept anything I type."

"Does your monitor have a power indicator?"

"What's a monitor?"

"It's the thing with the screen on it that looks like a TV." "Does it have a little light that tells you when it's on?"

"I don't know."

"Well, then look on the back of the monitor and find where the power cord goes into it. Can you see that?"

"Yes, I think so."

"Great. Follow the cord to the plug, and tell me if it's plugged into the wall."

"Yes, it is."

"When you were behind the monitor, did you notice that there were two cables plugged into the back of it, not just one?"

"No."

"Well, there are. I need you to look back there again and find the other cable."

"Okay, here it is."

"Follow it for me, and tell me if it's plugged securely into the back of your computer."

"I can't reach."

"Uh huh. Well, can you see if it is?"

"No."

"Even if you maybe put your knee on something and lean way over?"

"Oh, it's not because I don't have the right angle - it's because it's dark."

"Dark?"

"Yes - the office light is off, and the only light I have is coming in from the window."

"Well, turn on the office light then."

"I can't."

"No? Why not?"

"Because there's a power failure."

"A power............a power failure? Aha, Okay, we've got it licked now. Do you still have the boxes and manuals and packing stuff your computer came in?"

"Well, yes, I keep them in the closet."

"Good. Go get them, and unplug your system and pack it up just like it was when you got it. Then take it back to the store you bought it from."

"Really? Is it that bad?"

"Yes, I'm afraid it is."

"Well, all right then, I suppose. What do I tell them?"

"Tell them you're too f**king stupid to own a computer!!!"

The employee was consequently fired after the incident. (now I know why they record these conversations!)

[blizey]

That's hilarious ! lol, lol, lol ... That individual seemed to be quite comfortable "in the dark" .

[timekeeper]

rofl, almost as cool as those BOFH stories.

:P