Problem Tracking Sheet: Mail

Service Request tracking number:

Support engineer working with you:_________________

Has the issue been resolved? YES / NO

If yes, brief description of resolution:

Operating system: __Windows NT™ __Windows® __MS-DOS® __OS/2® Version:___

Network product: __LAN Manager __Novell® __LAN Server
__Windows NT __PATHWORKS™ __3Com®

__Windows NT Advanced Server __MS® Network __PC-NFS

__Windows for Workgroups __Banyan® VINES® __AppleTalk

Mail product:

PC Mail Version Mac® Mail Version Gateways Version
External (MTA)   Server   Connection  
External (MMTA)   Mac client   X.400  
Import   PC client   SMTP  
Windows-based client       MCI  
MS-DOS-based client       AT&T  
Mac client       MHS  
Windows Remote       PROFS®  
MS-DOS Remote          
           
           
           

Problem Tracking Sheet: Mail (continued)

Service Request tracking number:

Hardware (machines, network cards, hard drive controllers, and drives):

Brief description of problem:

Error messages in error log (include numbers and exact text of any errors displayed):

Audit log information (if related):

Do you have a log file available? YES / NO If so, have you used -v -q12 for options? YES / NO

General Questions:

What are the symptoms of the problem?

What specifically is being done when the problem occurs?

Is the problem consistently reproducible?

What is the scope of the problem? (Circle one)

ONE USER / SPECIFIC USERS / ONE POSTOFFICE /

SPECIFIC POSTOFFICES / ALL USERS / ALL POSTOFFICES

What changes have been made recently to the system(s) involved?

Problem Tracking Sheet: Mail (continued)

Service Request tracking number:

What steps have you taken in testing this problem? (What factors do you believe have been eliminated as unrelated to the problem?)

Additional Details: