1.2.2 Identify the Problem - Quick Notes

Identifying the problem means establishing the consequence or impact and listing symptoms, which helps prioritize the case.

Gather Info from the User

• What are the exact error messages?
• Is anyone else having the same problem?
• How long has this been happening?
• What changed recently, either user-initiated or from another support request?
• Did it work before? Were there any environmental or infrastructure changes?
• Have they tried anything to fix it?

Backups

Check when the last backup was made and perform one before changing anything if possible.