SMS Problem Template

General Information

Company Name:  

Customer Contact:  

Customer Phone:  

Customer email:  

Brief Description:  


Severity of Technical Issue:
(SEV1: Customer is unable to use the server at all)
(SEV2: Customer is able to use the server with severe restrictions 
- significant impact to customer conducting business)
(SEV3: Customer is able to use the server with some restrictions 
- minor impact to customer conducting business)
(SEV4: Customer is able to use the product with some restrictions
 - no impact to customer conducting business)
(NONE: Questions, documentation changes, or minor impact on customer 
using the product, i.e. loss of function)

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Support Process Verification


Has the IBM PC Helpcenter been contacted for support on this issue?  
Date/Case Number/Person spoke to:

Has Hardware Problem Determination been performed on all systems 
directly involved in this issue? 
(This must include verifying correct/supported configuration, current 
BIOS, firmware, drivers, or compelling technical reason why not at the 
current code level, and all Problem Determination measures taken to 
confirm the hardware is working as designed.)

Has Operating System Problem Determination been performed on all 
systems directly involved in this issue? 
(This must include verifying correct/supported configuration, 
current Service level, or compelling technical reason why not at 
the current code level, and what additional components of the OS 
are installed, i.e. SNMP, DHCP, Terminal Services, web server, etc)

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Customer Installation Information

Managing Machine Type and Model:

BIOS version: 

Operating System/Service Level/Additional Features (Services) 
Installed:

System Mgmt program/version installed:

Additional SW installed (include version and build sequence 
if known): 

Installed Options/Adapters: 
	Adapter 1 Type, Model &P/N:
	Adapter 1 Vendor:
	Adapter 1 Resources (IRQ, I/O):
	Adapter 1 BIOS/Firmware Revision:
	Adapter 1 Installed in Slot #:
	(Repeat for additional adapters)


Client Machine Type & Model: 

BIOS version: 

Operating System/Service Level/Additional Features (Services) 
Installed:

System Mgmt program/version installed:

Additional SW installed (include version and build sequence if 
known): 

Installed Options/Adapters: 
	Adapter 1 Type, Model &P/N:
	Adapter 1 Vendor:
	Adapter 1 Resources (IRQ, I/O):
	Adapter 1 BIOS/Firmware Revision:
	Adapter 1 Installed in Slot #:
	(Repeat for additional adapters)


Network connection between Managing System and Client System: 

Speed, Half/Full Duplex: 

Router/Switch/Hub Type & Model: 
(Repeat for additional devices)

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Problem Description Section

Failure Description:

Number of Systems Failing: 

Is failure specific to any particular managing/client system?
(i.e. all mgrs cannot perform an action on a particular client, 
a particular mgr cannot perform an action on all clients)

Failing Machine Type & Model Number:

Last time this configuration worked:

When did Failure Start? 

Hardware/Software/Firmware changes before failure:

Frequency of failure:

Is Failure Solid or Intermittent?

Error codes/messages/symptoms/indications:

Does this feature/function work on other systems with the same 
configuration?

Is Failure Reproduceable?

Step-by-Step Procedure to Reproduce the failing environment:

How is System Reset after Failure?

Can Problem be Circumvented?  If so, How?

Additional Software installed that contributes/applicable to 
the problem (including version and installation procedure):

Defect/Incident number opened with other vendor:

Date incident opened:

Company/Contact name incident opened with:

Additional Information:

Note:  If is is necessary to attempt to reproduce the failure 
in a lab environment, the recreation will be built only from 
the information provided in this template.  Incomplete information 
may delay the resolution of the reported issue.