How to prepare a complete DTR support ticket

This article explains how to prepare a complete DTR support ticket to facilitate the handling of a blockage.

Purpose of the article

Gather the right information before opening a ticket so that support can quickly analyze the situation.

When to use this article?

• When a DTR, batch or sync gets stuck without a clear explanation.
• When a partner does not see the request or does not receive it.
• When an error persists after basic checks.

Items to attach

• Mission or DTR reference.
• Name of the partner concerned.
• Date and time of report.
• Status visible at the time of the problem.
• Exact error message, if it exists.
• Readable screenshot of the problem.

How to write the ticket?

1. Describe the problem in one clear sentence.
2. Add the reference of the file concerned.
3. Specify what you expected and what actually happened.
4. Attach useful captures.
5. Report all checks already carried out.

Recommended ticket model

Subject : [DTR problem to summarize in one line]
Context : [mission / DTR / partner / date]
Observation : [what you observe]
Expected : [what you expected]
Attachments: [captures / useful elements]

Points of vigilance

• Do not create a duplicate if a ticket already exists.
• Do not restart without checking the current status of the file.
• Don't forget to capture the full message if a blockage is visible.

In summary

• A complete ticket must contain the context, findings and evidence.
• The more precise the information, the faster and more accurately the support can process.

Need help?

If you have any doubt about the elements to provide, start by gathering the file reference and a readable capture, then contact support via support@waynium.com.