Request Subject:	Enter a brief description of the support request here.

Customer Details

Customer Code:	Enter your customer code as provided by Spectra QEST.
Company Name:	Enter your Company’s name.
Internal ID:	If this support request has an identification number internal to your organisation, please enter it here.
Initiated By:	Enter the name of the individual who initiated this request.
Contact Details:	Enter the contact details (phone and/or email) of the individual who initiated this support request.
Customer Support Authorised By:	Enter the name of the customer support representative who authorised and provided this request to Spectra QEST. If your organisation provides in-house support for QEST products then this field is mandatory.
Customer Support Phone:	Enter the contact phone number of the individual from the customer’s in-house support that authorised this request.

Product and Environment Details

Product:	Select the QEST product name from the list.
Product Version:	The product version number can be found on the Help About menu and/or the splash screen when the product starts. For example - 3.9.1500
Section:	Enter the exact section of the product that this support request relates to. Specify the name of the nodes on the tree or the menu and submenu items.
Environment:	Which computer environment is this problem occurring in. Production refers to the system being used in your day to day operations. Development/Test is an environment used for testing a new release.

Request Type and Priority

Request Type:	Is your support request: a Problem where the product has an error or is not performing as it was designed to do, or a request where you would like an explanation about how to use a section of the package or how to achieve an outcome in the package or require some training or need Spectra QEST to perform implementation tasks.
Suggested Priority:	Please enter the Priority that you believe applies to this Support Request. Priorities available are: For Problems The software is down or has a fault that prevents the business from operating. A problem is occurring that is having a significant impact on the business operations. A problem is occurring that has a workaround and/or can be tolerated until the next scheduled release. For Others Urgent assistance is required with the use of a product feature that is preventing the business from operating. Assistance is required with using a product feature that is important to the operating of the business. Assistance is required with using a product feature that is either of a lower importance or not required immediately. Spectra QEST is responsible for making the final decision regarding a request’s priority and if a priority is not selected it will be defaulted to 3.

General Details

Support request details or Problem overview:	Please provide clear details of what it is we can help your with. If your enquiry relates to a specific screen or process of the product, provide details of the steps taken to get to the screen or perform the process. In the case of a ‘Problem’ provide an overview here and provide the details in the next section.

Problem Details (mandatory for Request Type ‘Problem’)

Expected System Behaviour:	Please provide exact details of how the functionality is supposed to perform. Mention any relevant options set in the QEST Administrative Console if applicable or other configuration items that affect the behaviour.

Actual System Behaviour:	Please provide exact details of the error and how the actual functionality differs from the expected behaviour. Attach screen shots of errors below.

Steps to Reproduce System Behaviour / Problem:	Please detail the exact steps followed to produce the error. Please state clearly all parameters chosen at all levels/sections. For example if generating a report include detail of all the search criteria.

Workaround:	If you currently know of a work around for this problem please provide details here.

Additional Details

Screen Shots / Error Details:	Attach screen shots of the program showing exact steps taken in the area your enquiry is about or where the problem occurs. Note: In the case of a problem the screenshot must clearly show the error number/message of any errors, as well as the task the program was attempting at the time, not just the error message. If necessary attach before-error (with any parameters chosen) and after-error screenshots.
Data Capture:	Data Capture can be sent directly to the Service Desk from inside QESTLab (from version 3.7). This functionality captures an entire work order and packages it into a standalone file that Spectra QEST engineers can reinstate in a local instance of QESTLab for further troubleshooting.
Any other related documentation / comments:	For example include a copy of the test method or other documentation that can provide clarity to the enquiry or problem.

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