Salutation drivers of the Information Super Highway,

I’ve got another post here in the occasional “Help Me Help You” series, this time I’m going to digging into case writing.

I was talking with the some of the engineers the other day around the bar about an issue that one of our field guys opened. One of the engineers mentioned a piece of information that totally changed the way the rest of us were going to handle the issue. This got us to talking about how some people write great cases and others don’t. The ones who write good cases usually get their issues resolved first (often times closing the issue with the first response from a member of my team), the ones who write “bad” cases generally have a back and forth exchange.

That got me thinking that maybe I should take a sec to talk about what makes a good case. I’m going to try mapping out a basic template for submitting an issue. This is by no means limited to Splunk and is most definitely not a de facto standard. Rather it is a compilation of things that always make my life easier when my customers can provide them.