Troubleshooting › Contact CA Support › Prepare for a Call on a New Issue

Prepare for a Call on a New Issue

Prior to placing the call on a new issue, prepare the following:

• A photocopy of the Support Contact Information form (see SUPPORT CONTACT INFORMATION) with the following sections completed:
  • General Information
  • Your Company Information
  • Product Versions
• Your most recent Support Contact Number Log or a blank form with the date of the call recorded in the "Date Opened" field (See SUPPORT CONTACT NUMBER LOG.)
• A history of the problem

Note: The person calling CA Support should be generally familiar with the [assign the DAT variable value for your book] products installed at the site, their current versions, their current maintenance levels, and the various options and features in use. For example, the CA Support Specialist might need to know various options specified in your MUF startup options, User Requirements Tables, [assign the DDD variable value for your book] System Resource Table, or CA Dataquery Options List assemblies. If the caller does not have this information, he should have immediate access to someone who does.