How to document for faster problem solving
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Make your email or ticket subject line descriptive of the issue
- Ex: "Wi-Fi on my laptop is not working - John Doe" vs. "Need Help"
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Include as much detail as possible, too much detail is better than not enough when describing a problem
- Ex: "It happens whenever I turn my computer on after sitting a while, after I restart it seems to work until I let it sit, then it happens again." vs. "It doesn't work."
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Include screenshots in your ticket, especially error messages: try to catch them so IT can research the error by name
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On Windows: Windows Key + Shift + S opens the Snipping Tool.
- Pin in to the taskbar for easy access
- On iOS: Screenshots on iPhone
- On Android: Screenshots on most Android devices
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Ex: "This is what shows on my laptop. I don't have any Wi-Fi connection on the network, but I can see the symbol and other networks listed."
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On Windows: Windows Key + Shift + S opens the Snipping Tool.