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Category: Support Inquiry, Defect, or Suggestion Issue Categorization & Resolution
Priority: Carefully select from the available priority options, read more about priority definitions and expected resolution times at Issue Categorization & Resolution
Prod/Test: Production issues typically are higher impact than test
Version/Product: State if the issue is with VIP or IMOS
Frequency: How often does the issue occur? Does it occur across multiple scenarios? How many users does it affect?
Current Result: Briefly describe the issue and what the current result is.
Steps to Reproduce: Include the vessel/voyage, if possible, and a step-by-step list of how to reproduce the problem from your perspective.
Expected Result: In addition to steps to reproduce, how do you expect the product to behave?
Screenshots: The preferred method for sharing screenshots is to attach or copy/pasting images into the Help Center. Another method is to send a Microsoft Word or Excel document explaining the steps to reproduce the issue.
Special Instructions: Add any extra detail regarding the reported issue. Also, include any previous correspondence or discussions with another Veson Nautical employee (such as a consultant).
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Avoid sharing attached e-mail threads and instead summarize these conversations by highlighting key points.
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Tips for Increasing Resolution Time
Replying to the ticket
Clients can respond by logging into the portal directly or by replying to the latest email notification received from Veson Support.
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