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Information Required to Escalate Copy Issues

Document ID:FA930
 
05/07/14 Properties  

Problem

Escalation checklist; Needed info before escalating; Escal requirements;

Solution

Overview


Collect or capture all 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]

  

Step 2: Gather the common requirement for all Copy-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
 

Scan Quality  
 

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

 

Return to topics


Workflow Issue 
 

Requirement Relevance
How to obtain
Detailed Scan to Copy workflow description
​Describes the exact problem seen relating to Copy workflows; required in order to understand all processes and functions of the workflow
 
Enduser provided
Step-by-step description of procedure required to reproduce the problem
Used for the diagnosis and analysis
 
Enduser provided

 

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.

 



Link:
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