Provide as much of the following information as applies to the issue. Including complete details and relevant evidence helps Support investigate without delays.
Ticket Details
- Customer: [Customer name]
- Environment: [Production / UAT / Development / Other]
- Policy: [Exact Riva policy name]
- Affected module: [Calendar / Contacts / Tasks / Email / Insight / Other]
- Affected users: [Email addresses or attached user list]
- Issue summary: [Briefly describe the issue, its impact, and who is affected.]
- Affected item: [Exact subject, if applicable]
- When did it occur? [Date, approximate time, and time zone]
- Cycle ID(s): [Paste all relevant Cycle ID values]
Expected and Actual Behaviour
- Expected result: [What should happen?]
- Actual result: [What happened instead? Include the complete error message, if one appeared.]
- Reproducibility: [Always / Intermittent / One-time / Unable to reproduce]
- Frequency: [For example: every sync cycle, once per day, or only for specific users.]
- Business impact: [Who is affected and what work is blocked?]
Steps to Reproduce
Include this section when the issue can be tested or reproduced.
Prerequisites or relevant configuration
[Include permissions, settings, item state, or other conditions required for the issue to occur.]
Steps performed
- [Step]
- [Step]
- [Step]
- [Step]
Result of the test
[Describe the result after each key step, including any errors.]
Attachments and Evidence
Attach the evidence that applies to the issue and reported timeframe.
- User logs for each affected user
- CRMEX logs covering the relevant Cycle ID(s) and timeframe
- Screenshots from Outlook/Exchange and the CRM, including timestamps and full item details where possible
- Current policy file
- Applicable custom or directive files
- Additional evidence, such as item metadata, RSS logs, trace logs, error exports, or recordings
Additional Context
- Recent changes: Upgrades, policy changes, permission changes, mailbox changes, maintenance, etc.
- Troubleshooting completed: Steps already taken and their results
- Requested assistance: What you need Support to investigate or confirm
Before You Submit
Confirm that the ticket includes:
- Affected user(s), policy name, item subject (if applicable), and Cycle ID(s)
- Date, time, and time zone of the issue
- Clear expected versus actual behaviour
- Reproduction steps or test results, where applicable
- Logs and screenshots that cover the reported timeframe
- Relevant policy and custom/directive files