Ever submit or relay information for an Idemia technical assistance ticket? Then this lecture is for you! This lecture is geared towards individuals who work directly with Idemia engineers/CSEs, internal IT staff and end users. When submitting a ticket for technical assistance, often times the details provided in the ticket are lacking sufficient data to provide a quick and efficient resolution. In turn, this requires additional follow up, which then leads to longer periods of time before the ticket is resolved. In this lecture we will highlight key pieces of data which should accompany each ticket and also suggestions on how to obtain and track this information from end users. Please bring your questions and feedback as time will be set aside to have an open dialogue with all attendees. Ever submit or relay information for an Idemia technical assistance ticket? Then this lecture is for you! This lecture is geared towards individuals who work directly with Idemia engineers/CSEs, internal IT staff and end users. When submitting a ticket for technical assistance, often times the details provided in the ticket are lacking sufficient data to provide a quick and efficient resolution. In turn, this requires additional follow up, which then leads to longer periods of time before the ticket is resolved. In this lecture we will highlight key pieces of data which should accompany each ticket and also suggestions on how to obtain and track this information from end users. Please bring your questions and feedback as time will be set aside to have an open dialogue with all attendees.