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--- public:emai:em_problem_report [2021-06-16 10:49] – vesely
+++ public:emai:em_problem_report [2021-09-21 07:54] – vesely
@@ Line 2: / Line 2: @@
 See article about incoming email filtering: [[:public:emai:spam_chain|https://wiki.cerge-ei.cz/doku.php?id=public:emai:spam_chain|]]
+It is important that the individual reports the problem or situation in a descriptive way, gives useful details, mentions the observed circumstances and invests at least some effort to the basic troubleshooting.
+Well reported and documented issue may greatly shorten the overal time of the processing.
 ----
-How to report a problem with the delivery or with the email service in general
+==== How to report a problem with the delivery or with the email service in general ====
-Please try to find and report as many details as possible by the following hints.
+Please try to find and report as many details as possible by the following hints:
-  * **What is the problem?**//E.g. missing message, undeliverable message, sending message, login to the mailbox.//
+  * **What is the problem? **//E.g. missing message, undeliverable message, sending message, login to the mailbox, dealing with quarantine problem…//
-  * **Where is the problem?**//Which account/mailbox, which e-mail client, which message.//
+  * **Where is the problem? **//Which account/mailbox, which e-mail client, which message, which link…//
-  * **What remains correct?**  Are other functions ready? //E.g. Affects the problem the one message only or more of them etc.?//
+  * **What remains functional?**  Is the remaining functionality intact? //E.g. Is there a problem with the specific message/task or with the others too etc.?//
-  * Did you try to fix it yourself? //Did you restart email program, logout/logon to the webmail, did you tried another client etc.?//
+  * **Did you try a basic troubleshooting to fix it?**//Did you restart email program, logout/logon to the webmail, did you tried another client, network connectivity, etc.?//
-  * **When the problem occured?**//When it was ready last time (as you know)?//
+  * **When the problem occured? **//The time perpective of the problem. What was the last time it worked? What is the time of the last unsuccessful attempt etc.?//
-== Lost message, undeliverable message or the other problems with them. ==
+==== Lost message, undeliverable message or the other problems with them ====
+Specifically for the lost messages or undeliveries, collect at least these facts:
   - **Date and time**
@@ Line 21: / Line 27: @@
   - Has the sender received any error message? Screenshot or copy of it.
-== Messages filtered to spam ==
+==== Messages filtered to spam ====
+  * **Source**  of the message (**header**  part of the message which contains all the delivery details)
+==== How to get source of the message (including headers) ====
-  * **Source**  of the message (**header**  part of it with delivery details)
+//Copy-paste the header part as a plain text to the email sent to helpdesk//
-How to get source of the message (including headers)
   * in Thunderbird \\ Select message, use shortcut Ctrl+U