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Information Gathering Template

This document provides an email template for reporting network device issues and includes sections for including key information about the affected device such as its serial number, IP address, location, monitoring tools used, software version, uptime and support contract status. It also includes sections for describing the problem, its impact and severity, previous cases or internal references, and relevant policies, procedures or support documents. The template is designed to collect essential technical details to facilitate troubleshooting and resolution of network device cases.

Uploaded by

Aiman Arshad
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as XLSX, PDF, TXT or read online on Scribd
864 views1 page

Information Gathering Template

This document provides an email template for reporting network device issues and includes sections for including key information about the affected device such as its serial number, IP address, location, monitoring tools used, software version, uptime and support contract status. It also includes sections for describing the problem, its impact and severity, previous cases or internal references, and relevant policies, procedures or support documents. The template is designed to collect essential technical details to facilitate troubleshooting and resolution of network device cases.

Uploaded by

Aiman Arshad
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as XLSX, PDF, TXT or read online on Scribd
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Network Diagram Email Template (Case)

Device List, Serial Number, PID & Rack Number Company/ Branch Name
Application / Server/ Device IP Address & Hostname Contact Name
Free IP address Contact Number
Credential (Full or not?) Site Address
Device Location, Cluster, Datacentre/Branch address Site Contact Person
PM Report & RCA Report Site Contact Number
Maintenance Ownership (Vendor/CIMB) Equipment Model
Contract Status with Vendor S/N
PIC Contact Number Problem Description
Vendor Contact Number Access Hours & Severity
Previous Case Email & Internal Incident Number Number of users affected
Impact of the error to the
Monitoring Tool (if any) device/network

What changes have been done


on the device prior to the
error (software
upgrade/downgrade, new
IOS/ OS Version, License Key configs added)

Device Uptime Internal Reference Number


License Expiration Date
End of Support Date (EOL)
Backup, Security & Escalation Policy or Procedure
Current/Pending & common case
VPN Access
Any CIMB relevent template or support document
CIMB Store/Tools/Network Cable etc

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