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的確，常常看到一堆問題問得沒頭沒腦，讓其他人即使想幫也幫不上忙。轉貼 IBM/Lotus/Tivoli Software Support Handbook 中的 PROBLEM IDENTIFICATION WORKSHEET，這是 IBM 相關軟體在碰到問題時候送給 IBM Support 所需要提供的資料，大家也許可以參考一下，在提出問題時是需要儘量提供以下所列的相關資訊，如此得到的回應才有可能又快有準。
System Information
1. What is the failing product?
2. What is the version and release number?
3. What machine model, operating system, and version are running?
Problem Description
1. What are the expected results?
2. What statement or command is being used?
3. What are the exact symptoms and syntax?
4. What is or isn't happening, including exact error number and message text?
5. Is anyone else experiencing the problem?
6. Is this the first time this operation has been attempted?
7. Is this the first time this problem has occurred?
Environment
1. When did this activity work last?
2. What has changed since the activity last worked?
__ Hardware type/model
__ Application
__ Operating system/version
__ Level of usage
__ New product version/release
__ Maintenance applied
3. If the problem does not occur every time, under what conditions does the problem not occur?
4. Is there any other software running on the system which may be conflicting with this product?
Problem Isolation
1. Identify the specific feature of the software causing the problem.
2. Can the problem be reproduced? If so, please provide a reproducible test case or instructions on how to reproduce the error condition
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