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Escalating Issues to Support

Overview​

This article describes how to gather the information that Netwrix Support needs to investigate and escalate a Netwrix Privilege Secure for Discovery issue. Provide as much of the following information as possible so that Support can investigate efficiently.

Instructions​

Step 1 — Describe the Problem​

Provide a clear, concise description of the issue:

  • What is happening?
  • What is the expected behavior, and what is the actual behavior?

Step 2 — Provide Evidence​

Include screenshots of:

  • Error messages
  • Unexpected behavior in the UI

If possible, include timestamps.

Step 3 — Document the Timeline​

State when you first noticed the issue and whether it is:

  • Constant
  • Intermittent
  • Getting worse over time

Step 4 — List Recent Changes​

List any changes made before the issue started. Examples include:

  • Product upgrades or configuration changes
  • Network changes, such as firewall or proxy changes
  • Group Policy Object (GPO) updates
  • Operating system or patch updates on servers or endpoints
  • Changes to integrated services, such as Active Directory (AD), SIEM, or EDR

Step 5 — Document How to Reproduce the Issue​

State whether you can reproduce the issue. If you can, provide step-by-step instructions.

For example:

  1. Go to Grant Access.
  2. Search for systems by name.
  3. Select one or more systems.
  4. The UI displays an error and stops responding for more than two minutes.