| Problem Reporting |
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| What is your name? |
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| What is your email address? |
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| What is the priority level? |
Emergency - Complete loss of service. No workaround available and work cannot reasonably continue.
Examples: Network, server, or database down, critical SunGard defect encountered. |
High – Severe loss of service. No acceptable workaround. However, operation can continue in a restricted fashion.
Examples: Specific application or process not working but others are (Individual Banner process not running, SunGard defect encountered, etc.). |
Medium – Minor loss of service. Impact is an inconvenience which may require a workaround to restore functionality.
Examples: SunGard defect encountered. |
Low – No loss of service. Minor error that does not impede operation of system.
Examples: Incorrect text on form, instructions, FAQ, etc. |
| When was the issue first noticed? |
| Date: / / Time: : |
| What module or product is the issue occurring in? |
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| Which database instance(s) does the issue affect? |
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| What is/are the error messages? |
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| Do you wish to submit a screenshot or additional file with this problem? |
| Yes No |
If so, choose a file:
Note: The file must be a JPEG or Word Doc. |
| Is the issue repeatable? |
| Yes No |
What are the steps to repeat the issue?
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| What account (username) is being used? |
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| Are all the setup, configuration, and application data correct? |
| Yes No |
| The problem is related to what object? (form, report, process, function, script, etc.)? |
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| Is there a log file? |
| Yes No |
| If so, where can it be located? |
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| Has the issue been researched at SunGard Actionline? |
| Yes No |
| Is this a known SunGard defect? |
| Yes No |
| If so, what is the FAQ, patch, or upgrade required for resolution? |
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| Has a contact been opened with SunGard Actionline? |
| Yes No |
| If so, what is the contact number? |
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