When submitting a ticket there are a few key pieces of information that can help our team understand your deployment and issue, leading to less back-and-forth emailing and faster resolution.
Please ensure you have provided the following information (to the best of your ability) when you submit:
| Topic | Details | Example |
| Ticket Type | Is this a question, (how-to...) problem, feature request? | "I have a few questions about building Reports." |
| Deployment Type |
Do you host your own on-premise Netsweeper deployment or do you use Netsweeper Cloud? Is your Cloud hosted by Netsweeper or one of our partners? |
"We use the UKCloud platform for filtering." |
| Filtering Type |
Do you use NSProxy? Enterprise Filter or Capture Modules" Do you use our Netsweeper Client Filter or Workstation Agent? |
"Our filtering is a combination of NSProxy when on-site and Client Filter elsewhere." |
| Netsweeper Version | This is typically only applicable for self-hosted, on-premise deployments. Cloud customers will not have access to this information. | "We are currently running 8.2.14 GA in our deployment." |
| Supporting Documentation | Please describe the issue, including as much detail as you can. (What happens, when did it start? What is the impact to you and your customers? etc. | "We added a new List Entry to block YouTube yesterday. However, it doesn't seem to be working at all." |
| Steps to Replicate |
Can you reproduce the issue or was it a 'one-off' occurance? If you can reproduce it, please provide the steps for replication so our team can test it as well. For complex issues, this is someting you can do to speed up the investigation (and resolution) exponentially. |
"The issue only occurs when the action is performed by a SysOp Account.
In our deployment, the search function seems to stop the Groups from displaying on screen." |
Additional Info
Before submitting the ticket, ask yourself if there is any additional info that you think would help us understand your deployment and issue/question better. Is there anything you would want to know if someone was submitting this ticket to you?