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Information Required to Escalate Scan to E-mail Issues

Document ID:FA929
 
02/03/14 Properties  

Problem

Escalation checklist; Needed info before escalating; Escal requirements; Email;

Solution

Overview


Collect or capture all of the information below before opening an escalation item.

IMPORTANT! You should utilize all available technical support resources before electing to escalate issues.

 

Step 1: Gather the mandatory information below for ALL escalations.
 

  • Customer Information
    • Account Name
    • Account Address
    • Customer Name
    • Phone Number
    • Email Address
       
  • Lexmark Device Machine Type/Model
     

IMPORTANT! Please utilize this escalation template:

[PROBLEM DESCRIPTION]

  • Problem frequency
  • Readily repeatable or random issue
     

[SETUP or ENVIRONMENT] to include:

  • Number of affected devices
  • New roll out or new installation
     

[STEPS TO REPRODUCE]
[ACTUAL BEHAVIOR]
[EXPECTED BEHAVIOR]

 

Summary of Requirements 
 

Requirement E-mail Condition
Unable to the Send Scan Quality Workflow issue E-mail Alerts
Menu Settings Page
E-mail Transmission Log X X X
Network Trace X X
Scanned Sample Output or Sample File X X X

 Required

 NOTE: Also, be ready to provide any of the information found in tables below for each of the e-mail condition listed.

 

Step 2: Gather the common requirement for all Scan to E-mail-related issues.
 

Common Requirement Relevance How to obtain
Menu Settings page
This document contains all the printer settings and running firmware code.
 


On the printer, press Menu > Reports > Menu Settings Page; or click here for more information.
 

 

Step 3: Select a topic from the list below to view additional requirements specific to your issue. 
 

Return to main Escalation Checklists page
 

Unable to Send
 

Requirement Relevance How to obtain
E-mail Transmission Log
Contains the error and status.
 
Make sure this log is configured to Print. You can enable this setting via Menus > Settings > E-mail settings > Transmission Log.

Network Trace

Captures all the network traffic on the printer and provides detailed information for network analysis. Click here for more information on how to perform a network trace.

 

Return to topics


Scan Quality
 

Requirement Relevance How to obtain
Scanned Sample Output or Sample File
Result/appearance of the scanned output versus the original which is needed for diagnosis.
 
Scan Printed Output or capture a sample file.

 

Return to topics


Workflow Issue
 

Requirement Relevance How to obtain
Detailed Scan to E-mail workflow description
Required for understanding all processes and functions of the workflow.
 
Enduser provided
Step-by-step description of procedure required to reproduce the problem
Info used for simulation and analysis.
 
Enduser provided

 

Return to topics


E-mail Alerts
 

Requirement Relevance How to obtain
Network Trace
Captures all the network traffic on the printer and provides detailed information for network analysis.
 
Click here for more information on how to perform a network trace.

 

Return to topics


Additional information


If you have any questions or encounter problems when collecting the data required above, please contact your next level of support or Lexmark Technical Support for any additional suggestions.

Additional information may be requested by the support agent.

 



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