When logging a ticket for a Secure Remote Access Service (SRAS) fault, the below information will assist our engineers investigations and prevent any delays:

• When did the issue start or has it always been a problem?
• Were any changes made around the same time that may have caused the issue?
• Brief description of the issue
• Contact Name and Number (If different from ticket contact)
• What is the business impact?
• Is this affecting one or multiple users?
• Has this ever worked?
• Is this relating to a software token or hardware token issue?
• Are there any error messages? (Screenshots if possible)
• Has the same token been tested on a different device
• Have you raised this to your token operator?
• Can you provide source & destination IP’s of where you’re connecting from and what you’re trying to reach? (If applicable to a VPN connection issue)
• What is your token username?
• Are you able to access certain websites but not others (If they can login)
• What token software are you using? (E.G Cisco VPN)