Whether you create your ticket using the Support system GUI, or through an email, the more proactive you can be with providing information on what has been happening, the better the Electric Cloud Support team will be in getting back to you with a potential solution.
Providing information that covers the following headings can help get your ticket seen by the Engineering team more quickly:
*How to Reproduce
A common request from the Support team will be to provide log files generated by the product at the time the problem was seen. Eg: commander logs, agent logs, webserver logs, Accelerator annotation files etc...