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All reported Support cases must include basic information and details to enable efficient analysis and investigation by Qlik Support. The relevant details can most of the time be gathered by answering the below Five Ws and How (a.k.a. Six Ws). Additionally, supporting material matching the provided details will expedite problem-solving and identify a solution to any given issue on time.
Each question should have a factual answer — facts necessary to include for a report to be considered complete. Importantly, none of these questions can be answered with a simple "yes" or "no".
What is the issue about?
- Symptom
- Products
- Error message
Who is affected by the issue?
- The end-customer
- License
- Support entitlement
- Single end-user
- Group of users
Where have you seen the issue?
- Product(s)
- Qlik Service
- Client
- Device
- Environment
When did (or does) the issue occur?
- Last working
- Issue occurred
- Frequency
- Occurrence pattern
How did you try solving the issue?
Why does the issue occur?
- Root cause identified
- Known issue
- Workaround
Supporting Material
- Log files
- Screenshots
- Sample files
- Data sources
- Qlik applications
- Deployment overview
Reference:
https://en.wikipedia.org/wiki/Five_Ws
