> Source: [sk31560](https://support.checkpoint.com/results/sk/sk31560)

# sk31560 - How can I speed up the resolution of my ticket?

| Property | Value |
|----------|-------|
| Solution ID | sk31560 |
| Date Created | 2006-03-07 |
| Last Modified | 2024-07-08 |
| Technical Level | General |
| Products | Other |
| Versions | Not Version-Specific |

## Solution

In order to speed up resolution, gather and provide as much information on the problem as possible. This would include:  

*

  ### Configuration information

  * List of involved/affected products
  * Versions of involved/affected products
  * List of involved/affected software blades
  * Deployment (Distributed or Standalone)
  * Involved/affected IP addresses

  <br />

  <br />

*

  ### Problem Description

  * Complete description of problem (including errors or alerts, messages from SmartView Tracker / SmartView Monitor)
  * When did the issue start
  * Is the issue persistent or random/intermittent
  * How often does the issue occur
  * Were any changes made recently in the environment or surrounding networks
  * Has the problem occurred before
  * What exactly is the users' experienced during the issue
  * Does the issue affect inbound traffic, outbound traffic, or both
  * What steps (if any) were taken to resolve this issue

  <br />

  <br />

*

  ### Relevant files from each involved/affected machine

  * Any observed errors or alerts, messages from SmartView Tracker / SmartView Monitor
  * [CPinfo file](http://supportcontent.checkpoint.com/solutions?id=sk92739) from the involved Security Gateways
  * [CPinfo file](http://supportcontent.checkpoint.com/solutions?id=sk92739) from the involved Security Management Server
  * [Health CheckPoint (HCP)](https://support.checkpoint.com/results/sk/sk171436) report, including WTS ("What's The Story"), topology and charts
  * Network topology that shows each involved/affected machine and affected traffic

This information will enable us to diagnose problems faster and escalate if necessary.

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# Agent Instructions

This content is from the Check Point Support Center (https://support.checkpoint.com), the official knowledge base for Check Point cybersecurity products.

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