Form for Computer Complaints

SYSTEM PROBLEM REPORT
 
 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 in the first place.
 
 1.      Your Name: __________________________ 
 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?
         Communications ___      Disk ___        Base Unit ___ 
         Network ___             Keyboard ___    Screen ___
         Mouse ___               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 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 ___ 
 7.6     Did you understand it?                  Yes___  No ___
 7.6.1   If 'Yes", then why can't you fix it yourself? ________________ 
         ______________________________________________________________ 
 7.7     Is the equipment unexpectedly noisy?    Yes___  No ___
 7.7.1   If 'Yes", what sort of noise? 
         Grinding ___    Rattling ___
         Whirring ___    High Pitched Whine ___ 
         Sound of disk head scouring disk ___
         Strange, out of tune whistling or humming ___
 7.8     Is there a smell of burning?            Yes___  No ___ 
 7.8.1   If "Yes", is the equipment on fire?     Yes___  No ___ 
 7.9     Is the fault repeatable?                Yes___  No ___
 7.10    What were you doing (with the equipment) at the time the fault 
         occurred?
         ______________________________________________________________ 
         ______________________________________________________________ 
 7.10.1  If 'Nothing', explain why you were logged in.
         ______________________________________________________________ 
 7.12    Do you have any independent witnesses of the problem?
                                                 Yes___  No ___
 7.13    Describe the problem _________________________________________ 
         ______________________________________________________________ 
 7.14    Now, describe the problem accurately _________________________ 
         ______________________________________________________________ 
 7.15    Speculate wildly about the cause of the problem ______________ 
         ______________________________________________________________ 
         ______________________________________________________________ 
 7.16    Can't you do something else, rather than bothering me?
                                                 Yes___  No ___


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This message was sent on 15 Apr 1997