It is important to collect the following information from a customer prior to submitting a ticket to any of the ITAS Business Services teams (ITAS_BS_SUPPORT). This information should be clearly documented in the Tech Notes field.

Capture a screenshot of the error and include the entire browser window, as this can provide additional information.
Determine if the customer is working in the browser window or in the SAP GUI. If in the browser, be sure to capture what browser and the version.
Ask for the date and time of the error so that BS_SUPPORT can see if any log entries were recorded.
Ask when and if this application has worked for the customer in the past.
Ask if the customer has recently been upgraded, had their computer re-imaged or if anything new has been installed.
Ask for the exact steps the customer took (example: Launched the Portal, navigated to Employee Self-Service -> Personal Information -> Personal Data, got the error shown in the screenshot)

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