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CENTRI
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NIAGA SDN BHD
Reliable Support. Real Solutions.
IT Onsite
Support & Service
Report
Contract Ref:
Client Name:
Report No. :
Date :
▣
1. Request Information
Ticket / WO No.
Request Type
Incident
Request
Planned
Priority Level
C
Critical
H
High
N
Normal
P
Planned
Reported By (Client)
Contact No. / Email
▥
2. Client & Location Details
Site / Location
Department / Area
Floor / Room
Device / System
Asset Tag / Serial No.
◷
3. Time Log
Time Reported
Response Target (SLA)
Response Time (Actual)
Engineer Onsite Time
Total Time Spent
♙
4. Engineer Details
Engineer Name
Employee ID
Contact No.
Team / Role
▤
5. Issue Description
Detailed description of the issue / request reported by client.
⌕
6. Root Cause Analysis
Hardware Failure
Software Issue
Network Issue
Configuration Issue
User Error
Power Related
Third Party Issue
Security Issue
Other:
Analysis Notes:
⚙
7. Work Performed
(Please tick all that apply)
Troubleshooting / Diagnosis
Network Testing / Connectivity Check
Hardware Replacement
User Verification & Acceptance
OS / System Reconfiguration
Data Backup / Recovery
Software Installation / Update
Configuration / Settings Change
Driver / Firmware Update
Performance Optimization
AV / Teams Room / Meeting Support
Other:
Engineer Notes / Actions Taken:
▱
8. Parts / Hardware Used
Item / Description
Qty
Serial No. / Part No.
Warranty (Y/N)
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9. Before & After Status
Item
Before
After
System / Device Status
Network Connectivity
Application / Service
User Impact
Issue Resolved
◷
10. SLA Performance
SLA Item
Target
Actual
Status
Response Time
Achieved
Onsite Attendance Time
Achieved
Resolution Time
Achieved
Customer Satisfaction
Achieved
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11. Follow-up Action / Recommendation
Monitoring Required
Pending Parts Arrival
Replacement Recommended
Additional Visit Required
User Training Required
No Further Action
Vendor Escalation
Closed Successfully
Remarks / Recommendation:
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12. Client Acknowledgement
I/We confirm that the above service has been completed and the issue has been addressed to our satisfaction.
Client Name
Designation
Signature
Date & Time
Clear Client Signature
♙
13. Engineer Declaration
I confirm that the above information is true and correct.
Engineer Name
Signature
Date & Time
Clear Engineer Signature
⌘
14. Attachments / Photos / Evidence
(If applicable)
↑
Drag & drop files here
or click to upload
◇
15. Asset / RMA / Warranty Information
(If applicable)
Vendor / Manufacturer
Model
Warranty Status
In Warranty
Out of Warranty
N/A
RMA No.
ETA
For Office Use Only
Reviewed By
Approved By
Invoice No.
Invoice Date
Billing Months
Current
Next
Remarks