{"id":4268,"date":"2026-05-12T10:10:23","date_gmt":"2026-05-12T10:10:23","guid":{"rendered":"https:\/\/docs.transatel.com\/?p=4268"},"modified":"2026-05-12T12:46:23","modified_gmt":"2026-05-12T12:46:23","slug":"informations-obligatoires-pour-ouvrir-un-ticket","status":"publish","type":"post","link":"https:\/\/docs.transatel.com\/fr\/parametrage-des-appareils-depannage\/outils-de-diagnostic\/informations-obligatoires-pour-ouvrir-un-ticket\/","title":{"rendered":"Informations obligatoires pour ouvrir un ticket"},"content":{"rendered":"\n<p>Afin de permettre une prise en charge rapide et efficace par le support Transatel, il est essentiel de collecter un ensemble minimum d\u2019informations lors de l\u2019ouverture d\u2019un ticket.<br>Ces \u00e9l\u00e9ments permettent de qualifier pr\u00e9cis\u00e9ment l\u2019incident, d\u2019acc\u00e9l\u00e9rer son analyse et de r\u00e9duire les allers-retours avec le support.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">\u00c0 collecter<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Description du comportement attendu vs constat\u00e9<\/li>\n\n\n\n<li>MSISDN<\/li>\n\n\n\n<li>Mod\u00e8le + version OS<\/li>\n\n\n\n<li>Localisation pr\u00e9cise<\/li>\n\n\n\n<li>Type de r\u00e9seau \/ niveau de signal<\/li>\n\n\n\n<li>Message d\u2019erreur<\/li>\n\n\n\n<li>Date et heure des tests<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">+ Test crois\u00e9 (SIM physique uniquement)<\/h2>\n\n\n\n<h2 class=\"wp-block-heading\">+ Pi\u00e8ces jointes<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Captures d\u2019\u00e9cran<\/li>\n\n\n\n<li>Vid\u00e9os<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Afin de permettre une prise en charge rapide et efficace par le support Transatel, il est essentiel de collecter un ensemble minimum d\u2019informations lors de l\u2019ouverture d\u2019un ticket.Ces \u00e9l\u00e9ments permettent de qualifier pr\u00e9cis\u00e9ment l\u2019incident, d\u2019acc\u00e9l\u00e9rer son analyse et de r\u00e9duire les allers-retours avec le support. \u00c0 collecter + Test crois\u00e9 (SIM physique uniquement) + Pi\u00e8ces&#8230;<\/p>\n","protected":false},"author":920,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":true,"inline_featured_image":false,"footnotes":""},"categories":[48,71],"tags":[111,112],"class_list":["post-4268","post","type-post","status-publish","format-standard","hentry","category-outils-de-diagnostic","category-parametrage-des-appareils-depannage","tag-mvno-fr-full-fr","tag-mvno-fr-light-fr"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.7 - 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