1. Is the problem reproducable?  If not, there may be no problem
2. Documentation (Sig guides, Common Problems etc.)
3. Web site, especially the Common Problems and Troubleshooting sections

If a call to the Helpdesk is warranted, please gather all necessary information and provide the following:

1. A complete description of the problem, including the exact error message (if applicable)
2. Client/policy/GL account numbers etc. as applicable
3. Exact steps to reproduce the problem
4. Any supplementary information, such as error logs, a 'Print Screen' of the situation or copies of reports that would be useful