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BackEscalation checklist
Information Required to Escalate Solutions Software Issues |
Document ID:FA874 |
| Properties |
Environment
Solution
Overview
Collect or capture all information below before opening an escalation item with Lexmark's product engineering team.
Level 2/SE NOTE: Before escalating to Level 3, it is expected, but not required, that Level 2 and/or SE has already simulated the issue. Please include the results of your simulation in the SR track notes.
ALL Escalations (Required)
- Complete problem description, to include:
- Number of affected devices
- New roll out or new installation
- Readily repeatable or random issue
- All SR ticket numbers (Service Requests)
Full part replacement history - Company
- Account Name
- Account Address
- Customer Name
- Phone Number
- Email Address
- Device Machine Type/Model
Step 1: Capture Primary Requirements
Make every attempt to capture as much information about the solution before you initiate an escalation with Lexmark's product engineering team.
| Requirement | Relevance | How to obtain |
| Menus Settings |
Menu setting provide the following pertinent information:
|
On the printer, press Menu > Reports > Menu Settings Page; or click here for more information on how to obtain this information. |
| Embedded Solutions Log | It documents all errors/crashes experienced by the the user. |
|
| Bundle Information | Provides a list of all solutions installed on the printer |
|
| Exported ESF UCF File | It contains the configuration on how the eSF application is set up. |
|
| Export printer setting UCF | It contains the configuration on how the base settings of the printer are set up. |
|
| Exported System Info (if a computer is involved) | File contains comprehensive information on a PC's configuration. | From Start Menu > Programs > Accessories > System Tools > System Info |
| Application name | Required for analysis. | Please explain. |
| Application version | Required for analysis. | Please explain. |
| Devices experiencing problems and the firmware level on each | Required for analysis. | Please explain. |
| Has this worked in the past or is this a new installation? | Required for analysis. | Please explain. |
| Has the configuration been verified according to the Admin Guide? | Required for analysis. | Please explain. |
| Have you referred to the Troubleshooting section of the Admin Guide? | Required for analysis. | Please explain. |
| Have you referred to the Readme for minimum firmware levels, limitations, and other important release information? | Required for analysis. | Please explain. |
| Step-by-step instructions to reproduce this observed behavior | Required for analysis. | Please explain. |
| How was the application received and installed? | Required for analysis. | Please explain. |
| Is this an SPR release? | Required for analysis. | Please explain. |
| What other applications and versions are loaded on the device? | Required for analysis. | Please explain. |
| Frequency of issue | Required for analysis. | Please explain. |
Step 2: Capture App-specific requirements
| eSF Application (Solution) | Escalation requirements |
| eDAS | Click here. |
| Education Station | Click here. |
| Distributed Intelligent Capture | Click here. |
| Pharos | Click here. |
| Lexmark Solutions Platform | |
| Lexmark Fleet Manager | Click here. |
Step 3: Contact Lexmark
After collecting all required information in Steps 1 & 2, contact Lexmark Technical support. Please see Contact information to initiate all escalations with Lexmark Technical Support. NOTE: When calling for support, you will be asked for your printer machine/model type and serial number (SN).
Please be near the products described in this article, and be prepared to submit all escalation information to technical support. This will expedite the support process and reduce call-back situations.