Collecting essential data about the problem

Example:

'Newspaper X, Country Y, John Doe, IT department.'

Only the problems which prevent or heavily compromise the production in that very moment, and for which you don't know any workaround, qualify as urgent impact problems. All other problems are handled during the office hours. For details, see Problem impacts.

Examples:

'The problem started about 20 days ago, but it was first time noticed yesterday.'

'We do not know when the problem started, but it was noticed few moments ago'.

'The problem started and was first time notices this afternoon'.

Examples:

'We made a change xxxx in the configuration before the problem happened.'

'We restarted the server before the problem happened'.

'We updated the operating system'.

Examples:

'We made a change xxxx in the configuration before the problem happened.'

'We restarted the server before the problem happened'.

'We updated the operating system'.

- one, more, or all GN4 modules?

Example:

'The problem happens only in User Browser, the Administrative Browser works normally.'

'The problem affects Ted but Fred works normally.'

'The problem affects all GN4 applications.'

'Fred crashes when opening page 22'

- only GN4 modules, or other applications too?

'The problem (eg. fonts, or printing) affects also Windows Notepad.'

'The problem affects only Ted - Microsoft Word or Notepad work normally.'

- one, more or all parts of a GN4 module?

'The problem affects only the Details view on the main tab XXX, but not the List view.'

'The problem affects Measurement and Rules panel in Fred, and other panels work normally.'

'The problem happens only with source pane, not in WYSIWYG pane'

- one, more or all data types?

'The problem affects only the Wires listing, but not the Tark listing.'

'The problem affects only Reuters feed, and AFP and other feeds work correctly.'

'Only certain JPGs have problems, others work normally.'

- only one, more or all users? Only one, more or all workstations?

Examples:

'The problem happens only to one user, and even if he works on another workstation.'

'This happens only on pages 6 and 7, and other pages work well.'

'Nobody can find anything in articles, wires, images.'

'It happens to everyone.'

- Just once

- Each time on a specific operation

- More times in an hour

- More times in a day

- More times in a week

- Randomly

Example: 'I've restarted applications; I've restarted server; I've reinstalled software.'

Examples:

'I can replicate the problem in 10 of 10 attempts'

'The problem cannot be replicated easily, it happens randomly'.

If it's not the first time, was it solved last time? Did you try to apply the same solution this time, with what outcome?

If it's the first time the problem occurs, did the functionality ever worked before?

If yes, are the conditions/data types exactly the same?