The description of an issue is the most important piece of information in a service request. In general, the more accurate, specific, and detailed the description is, the simpler it is to resolve. Explain as clearly as you can what is happening and what you expected to happen.

Date/Time

Date and time when the problem occurred and how long it continued before stopping, if it did stop. Use ISO 8601 date/time format if possible.

Recommended examples

• Started at 2017-09-08T15:13:06+00:00 and it lasted 5 minutes, causing …

• The issue was noticed intermittently 2 to 5 times, starting at 2017-09-10 and …

• The problem has been going on since 2017-09-08T15:13:06+00:00 …

• Between 2017-09-08T15:13:06+00:00 and 2017-09-08T15:18:16+00:00 it was noticed …

Not recommended examples

• It happened yesterday at some point…

• We noticed an abnormal behavior back on 9/8 …

Severity

How severe the issue is:

• Critical
• High
• Moderate
• Low

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Severity versus priority

After impact evaluation, Pismo is responsible for defining the priority of the incident which can go from P1 (Critical) to P4 (Low).

Product

When you create a new ticket, you must provide the product name. It is also recommended you include all other products or services with problems, the APIs or URLs involved, and the request method – API REST or CRM.

Recommended example

The API-auth API REST has returned the following errors…

Not recommended example

Users cannot access the APIs.

Correlation identifier (x-cid)

The x-cid field is a correlation ID used to link a series of related API requests and events. For example, if a user makes an authorization request with 10 installments, the Pismo platform generates an authorization event and 10 transaction events, all with the same x-cid. This can help the support team track everything related to an API call. You can find the x-cid field in the response header.

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Third-party IDs

If you use a third-party tool that has generated an ID that could be helpful to the support team, consider adding it to the description as well. For example, if something is reported from Cloudflare, you may provide the CF-Ray. (CF-Ray is a unique ID that Cloudflare assigns to every request that passes through its network. It is typically used to debug and troubleshoot individual requests.)

Other helpful information

The following can also be useful in resolving your issue:

• Screenshots.

• HTTP Archive (HAR) files for web-based interfaces. HAR Analyzer contains instructions for the most used browsers.

• tcpdump outputs.

• Code snippets and stack traces.