Make the request actionable

Describe the task or issue, what is affected, what you observed, which safe checks you tried, and how work is affected. Send those details through your organization's approved service-request channel; this guide does not submit a request.

Gather the details support needs

Share only information relevant to understanding and resolving the issue.

  1. 1

    State the goal or issue

    Describe the task you need to complete or the problem you see in one or two specific sentences.

  2. 2

    Identify what is affected

    Name the device, app, or service and the work task involved. Include a device label only if your organization uses one.

  3. 3

    Record evidence

    Include the exact error text and approximate time. Say whether it repeats and what happens when it does.

  4. 4

    List safe checks and results

    Name each check and its result. Say if you stopped because the next step could risk data, access, or security.

  5. 5

    Explain the work impact

    Describe what work is blocked or affected and whether a safe alternative is available. Avoid guessing at a technical cause.

A useful report is specific

Fictional Northstar Services examples; the sample app and messages are illustrative.

Less useful More useful
“The app is broken.” “The Northstar time-entry app showed ‘Unable to save’ when I submitted today's entry. It happened around 10:15 and repeated once.”
“I tried everything.” “I closed and reopened the app with no unsaved work; the same message appeared. I stopped before changing account settings.”
“Please fix this urgently.” “I cannot submit today's time entry. I can continue other work, but this task remains blocked.”

Use the related guide when needed

If you need to capture symptoms or decide whether a check is safe, read the Troubleshooting Guides. For support responsibilities and ways to locate an approved support route, see Contact IT Support.