What information is needed when raising an Incident?

Overview:
When raising an incident ticket with Red Ant, providing clear and detailed information is crucial to ensure that we can quickly and efficiently address the issue you're experiencing. The more comprehensive the information, the faster our team can assess and resolve the incident.

P1 Incidents:
In the event of a P1 (Priority 1) issue, do not email or use the portal. Please call the Service Desk directly on +44 1924 938 682 to ensure the issue is addressed immediately.

Required Information for an Incident Ticket:

To ensure we have all the necessary details to process your ticket, please include the following information when submitting an incident:

1. Incident Description:
   Provide a brief but clear description of the issue you are experiencing. Be as specific as possible, detailing the symptoms, error messages, or unexpected behavior you're encountering. For example:

   • "Unable to log in to the system"
   • "Product listings are not loading on the homepage"
   • "Error message 'System Timeout' appears during checkout"
     
     

2. Steps to Reproduce (if applicable):
   If the incident is something that can be reproduced, please list the steps leading to the issue. This helps our team quickly identify where things are going wrong. For example:

   • Open the product page.
   • Select a product category.
   • Click on a product.
   • Observe the page fails to load.
     
     

3. Impact and Urgency:
   Let us know how the incident is impacting your operations. Is it a minor issue, or is it preventing you from completing critical tasks? Additionally, provide any relevant information on how urgently this needs to be resolved. For example:

   • "This is preventing customers from making purchases."
   • "This issue affects a small number of users and is not urgent."
     
     

4. Date and Time of Occurrence:
   Please provide the specific date and time (or approximate window) when the issue occurred. This helps our team identify any system logs or issues that may have contributed to the incident.
   
   

5. Affected Systems, Services, or Applications:
   Identify which systems, software, or services are affected by the incident. For example:

   • "Issue occurs when using the online checkout system."
   • "The issue is affecting the product catalog in the mobile app."
     
     

6. Screenshots or Error Messages (if available):
   If possible, include screenshots or error messages related to the issue. Visual evidence can provide our team with valuable insights and may help resolve the problem faster.
   
   

7. Screen Recordings (if available):
   If you are able to, please provide a screen recording that demonstrates the issue. Screen recordings can give us a clear view of the issue in action and can significantly speed up the troubleshooting process.
   
   

8. Recent Changes or Updates (if applicable):
   Inform us of any recent changes, updates, or new deployments that might be relevant. For example:

   • "We recently updated the product catalog plugin."
   • "A server was rebooted earlier today."
     
     

9. Contact Information for Follow-up:
   Provide the name, role, and contact details (email or phone number) of the person submitting the ticket, as well as any others who may need to be updated on the progress. This ensures we can reach out if we need further clarification or if the issue is resolved.

Additional Information:

• When did the incident occur?
  Please provide the exact or approximate time and date when the issue happened.
  
  

• Explain the impact of the issue you are experiencing.
  Clearly describe how the issue is affecting your business or workflows.
  
  

• Do you have a procedural workaround?
  If you have found a temporary solution, please include it.
  
  

• What were you doing at the point the incident occurred?
  Describing the action or process you were following can help us identify where things went wrong.
  
  

• What should have been the outcome of what you were trying to do?
  Explain what the expected result was, so we can understand the discrepancy.

• If updating or looking for information, was the information missing, incomplete, or corrupt?
  If the issue involves data or information retrieval, let us know if anything was missing or incorrect.
  
  

• Have you been able to take any steps/actions to resolve the issue?
  Include any troubleshooting or actions you've already taken in an attempt to fix the problem.
  
  

• Order/Refund Issues:
  If your incident is related to an order or refund, please provide:

  • Order/Refund Number (if applicable)
  • Associated customer name/details (if applicable)
  • Associated product name(s) and EAN(s) from the order
    
    

• Product Issues:
  If the issue is related to a product, please provide:

  • Product Name
  • Product EAN
  • Product ID
  • Category(s) the product is located in
    
    

• Other Helpful Information:

  • App Version Number:
    Include the version number if the issue is related to a mobile or desktop app.
  • Device Being Used:
    Let us know the device or platform on which the issue is occurring.

Conclusion:
The more complete the information you provide when raising an incident ticket, the quicker we’ll be able to arrive at a resolution. Your timely and thorough input is key to ensuring that we can efficiently address and resolve the issue.

If you have any further questions or need assistance, please reach out to our Service Desk via the service request section of the portal, or contact your Client Director.