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BackEscalation checklist
Information Required to Escalate 'Pharos' Issues |
Document ID:FA885 |
| Properties |
Environment
Solution
Overview
Obtain all pre-escalation information found in this table before submitting for escalation with your next level of technical support.
| Requirement | Relevance | How to obtain |
| Concise description of the issue. | Info used for analysis | Enduser provided |
|
Blueprint version What is the version # of the Pharos Terminal Object? |
Info used for analysis |
See General Information below. Pharos Administrator should be able to provide this information |
| Script used in Blueprint Terminal | Info used for analysis | Enduser provided |
| How many server are used? | Info used for analysis |
Enduser provided Example: 1 Analyst and x Collectors. |
| Which Blueprint server is the MFP connected to? | Info used for analysis | Enduser provided |
| Are all devices being affected by this issue? | Info used for analysis | Enduser provided, please explain. |
| Is the problem isolated to one particular server | Info used for analysis | Enduser provided, please explain. |
| General Information required | Needed for all eSF escalations | Click here for more information. |
| Blueprint log files | Info used for analysis |
File (folder) locations: Windows 2003 C:\Documents and Settings\All Users\Application Data\PharosSystems\Blueprint\Logs (Windows 2003) Windows 2008 (hidden folder by default) C:\Program Data\PharosSystems\Blueprint\Logs Send the taskmaster.log, bediservice.log files |
Contact Lexmark
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.