Having been part of OutSystems' Global Support team, I've noticed that some support requests take longer to resolve because the support team may not have all the necessary details upfront. 

Providing key information from the start can greatly reduce the need for follow-up questions and help resolve issues faster. 

To assist with this, I’ve compiled some best practices for submitting effective support tickets. 

What to Include in Your Support Tickets

1. Submit One Issue Per Ticket
   
   Focus on just one issue per ticket. This keeps communication clear and allows the support team to resolve your problem faster without being sidetracked by unrelated issues.
   
   

2. Describe the Issue Clearly
   
   

   • What Happened?:
     Be specific about the problem (e.g., "Login page returns '500 Internal Server Error'").
     
     
   • Where?: 
     Mention the environment (Production, QA, Development) and the module/screen or action affected.
     
     
   • When?: 
     a. Provide the date and time the issue started (with timezone)
     b. Mention any changes made before it appeared.
     
     
   • How to Replicate?: 
     Share the steps that lead to the issue so the support team can reproduce it.
     
     
   • Who is Affected?: 
     Indicate whether the issue impacts IT users or the End Users (all users,  specific departments, or a single user)
     
     

3. Explain the Business Impact
   
   

   • Criticality: 
     How does this issue affect your operations? Is it blocking tasks or causing financial losses?
     
     
   • Deadlines: If any deadlines are impacted, mention them. Specifics help the support team prioritize your issue. This is also important to ensure your case is handled according to its severity and priority per Support Severity Levels & Response Times
     
     

For On-Premises Customers

Since the OutSystems do not have direct access to your platform, the support team will rely on the information you provide to troubleshoot issues effectively. To help us assist you better, here are the basic details needed: 

• Service Center Logs: 
  Provide logs from the time the issue occurred, especially Error, General, and Integrations logs.
  • How to Get These Logs.
    
    
• Version Details: 
  Include the versions of Lifetime, Platform Server, and any other relevant components.
  
  
• Environment Setup: 
  Mention any specific setups like DMZs or external databases that could be affecting the issue.
  
  
• Attach Visuals:
  Screenshots or videos of the issue are extremely helpful in providing context.
  
  

Why Does This Information Helps

Providing these details upfront reduces follow-up questions, speeds up the troubleshooting process, and helps the support team resolve your issue faster.

Conclusion

While providing detailed information may seem like extra effort, it results in faster, more efficient support and less back-and-forth communication. By following these best practices, you’ll help the support team help you more effectively. All the best!