Providing sufficient information when submitting a ticket will help technicians identify potential causes of your issues even before having to contact you. Working on resolving problems rather than gathering information about each incident before attempting to solve it will make the Tech Support team more efficient, and contribute to solving your problems faster and more efficiently.

Before submitting a ticket, please collect the following information and include / attach to the ticket:

1. Include the phone number at which you can be reached during work hours. (Please make sure you answer the phone as the ticket will be closed automatically if no answer.)
2. Take a screenshot (hit the Print Screen o PRT SC button), and paste it into the ticket;
3. Record the Service Tag or Serial number of the device you use;
4. Describe what you were trying to do when the problem occurred, for example:
   - tried to open Outlook, or
   - tried to download a document from Teams, or
   - tried to access webpage www.cbc.ca, or
   - tried to open Assessor in CIS, or
   - tried to login to CIS, etc.
5. Capture and include the error message or the application's response (if not captured in the PrintScreen);
6. Note if you were connected to COSTI-Staff or COSTI-Client network (if using Wi-Fi in the office);
7. If working from home, note if VPN was enabled on the computer when the error occurred.