Microsoft KB Archive/58571

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Template to Submit Service Requests on (MSPN)

PSS ID Number: Q58571 Article last modified on 09-14-1995


When you submit a Service Request (on Microsoft Partner Network [MSPN]) with insufficient information for processing, Microsoft technicians will draw your attention to the template below for help on what information to give them. This should help avoid having to send multiple Service Requests back and forth in order to gather all of the relevant information. Your use of this template should also speed up our processing of your Service Request (SR). Please feel free to attach comments about this template so that it can be improved.


So that Microsoft technicians can answer your Service Request as quickly as possible, please gather and report all information that applies to the problem. Please note and include the exact on-screen messages that you receive when the problem occurs. Please submit all information that is required to duplicate the problem (if possible).

When it is necessary to send disk files or source code, please attempt to minimize the quantity of information that you send. This helps reduce the time that the Microsoft technician must spend reading and comprehending code and data that does not directly relate to the problem.

As a general rule, 1 to 2 pages of source code is usually adequate to illustrate a problem. For example, the Microsoft Knowledge Base contains most known problems, and almost every problem is demonstrated in a few lines of code. If your problem report requires a lengthier example, you might include labels (or comments) in the program source code. In such a case, please request that the Microsoft technician search on these labels (or comments). This allows you to direct the Microsoft technician’s attention to that part of the code where you believe the problem is occurring.

Also, when applicable, please include the complete compiling and linking command lines used with the source code, as well as any other information required to build the final executable program.

Other Tips and Hints

  1. Please submit Service Requests that apply to only one problem or product. In other words, an SR should not include completely separate questions about several different products such as Microsoft Word, BASIC, and Excel (unless the problem concerns a direct interaction between the different products).

  2. == International Problems Escalated to United States Product Support ==

    To speed an answer for the SR, it will help to convert the source code (if any) to English, if possible. Well-written code has variable names that make it readable. If the code is converted to English, it can be processed by technicians in the United States much quicker. This is especially important for COBOL code examples. Please Note: This tip about English is NOT a requirement, just a request.

Service Request Template

The items in the template below will help us to provide a complete answer to your Service Request. Not every Service Request will need all of this information. Please consider each item and its relevance to the problem. If it seems applicable, please include the information.

                                          • Template for ********************** ********************* Submitting Service Requests ********************** **************** on Microsoft Partner Network (MSPN) ********************

Software Information

  1. Product name and version number.

  2. Operating system name and version number.

  3. Windowing environment (if used).

  4. Names and functions of any device drivers loaded.

    Note: For machines running DOS, you will often need to include a copy of your AUTOEXEC.BAT and CONFIG.SYS files. If you are using an Apple Macintosh, you will often need to list the contents of your System folder.

  5. If you are using an Apple Macintosh, please indicate if you are running MultiFinder.

Hardware Information

  1. Computer make (brand) and model.

  2. Number, size, and capacity of floppy disk drives.

  3. Hard drive make and capacity.

  4. System memory make and total amount of memory.

  5. Amount of memory available after the operating system is loaded.

    Note: Under DOS or OS/2, you can run CHKDSK to determine the amount of memory available. Under Apple Macintosh Finder, you can select “About the Finder…” from the Apple menu to determine the amount of memory available.

  6. Printer/plotter make and model. Specify serial or parallel.

  7. Mouse make and model (bus, serial, or InPort).

  8. Video adapter card and display (monitor) make and model.

  9. Modem make and model.

  10. Is your system part of a network? What network make and version, and network card make, model, and version?

  11. Any other hardware peripherals that apply to the problem?

General Information

  1. Can you reproduce the problem consistently?
  2. Does the problem occur with a fresh copy made from the original disk of your Microsoft software?
  3. If you were running other windowing or memory-resident software at the same time, does the problem also occur when you don’t use the other software?

List the Knowledge Base Queries you have already tried in order to find an answer to your question or problem report:




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KBCategory: kbref KBSubcategory:

Additional reference words: B_QuickBas B_BasicCom B_BasicInt B_GWBasicI B_BBasic B_COBol B_MQuickB S_C S_QuickC Macintosh D_WorKs D_Word D_MPlan D_ACcess D_BookShlf D_CHart D_FltSim M_CHart M_eXceL M_FiLe M_FltSim M_MPlan M_PowerPt M_WorD M_WorKs W_PaiNT W_eXcel W_win286 W_win386 H_Fortran H_ASseM H_MASM H_Mouse H_OnLine S_PasCal ============================================================================= Copyright Microsoft Corporation 1995.