What info do you want to see in an incident ticket?

Hello fellow networking people

 

I am in the process of designing a set of guidelines for our B-level. One of the things we'd like to standardize is the information that should always be present in a ticket before they forward it to C-level. I've come up with some things already but I'm sure I'm missing some still. On the other hand, I don't want the list to grow too long, but regardless I could put some extra/optional guidelines in a separate document.  

This is what I've got so far:

 

How many users are impacted?

• 1
• An entire floor
• Entire building
• Site-wide outage
• All users of a certain application

 

Specify the location.

• Site
• Building
• Floor
• Room

 

Give info about the affected device.

• Laptop name
• ipconfig /all output

 

Which troubleshooting steps have already been taken? (and mention the results)

• Ping
• Tracert
• Nslookup
• Netstat
• Route print

 

Describe the issue in detail.

• When did the issue first occur?
• Has the issue happened before, possibly with a different user?
• Did the user take a specific action right before the issue occurred?
• Can the issue be replicated?

 

Much thanks!