Effectively requesting technical assistance

I often encounter RFHH (request for help from hell) with zero information.? This makes it difficult for both requestor and responder to work together efficiently.

This is my take on how one should ask for technical help.? All examples and scenarios are imaginary.

Template for requesting assistance

Hypothetical ?Question - I am going to moon but failing.? Please help. Thanks in advance.?

50% of the question provides no useful information and rest doesn’t give any information for responder to work with.

How could this be better structured?

Describe Scenario - ?Avoid acronyms/initialism or provide at-least

one full reference. E.g., RTFM can mean read the friendly manual to some and something else to others. ?Provide following information

1. What’s the end goal - I am trying to go to? Moon
2. How are you doing it ? - Going to moon using my own Bat Mobile/DMC DeLorean/SpaceX rocket/Virgin Orbit Rocket(seriously why??).
3. What is the source reference? – Rocket is built using elementary physics textbook/reading Lego documentation/Elon’s autobiography…
4. Where are you doing it ? – In garage/fathers helipad/ submarine/fishing boat/spaceport…
5. What are dependencies? - Using SpaceX Falcon Engine v1.0.0.0.0 (whatever is exact version)? with solid ice as fuel and requires steam to melt ice. This is better than saying I am using rocket engine.
6. Has this worked before? -?Trying this first time/nth Time and have succeeded/failed in past.
7. What has changed since last attempt – Changed Engine fuel type from solid to liquid. Removed safety valves…
8. What’s the Issue - Every time I launch, it suffers from RUD ( Rapid Unscheduled Disassembly) / does not launch / does a cartwheel.?
9. Why are you doing whatever you are doing ?- To collect rocks/ mine for coal/tourism/surprise date night visit.

Sometimes the end objective information can lead to better alternatives.

The solution may be as simple as, hitch a ride on next SpaceX dragon launch/ watch apollo 13 on Netflix /Watch SpaceX failed launch videos on YouTube.

10.??Certification/Support/approvals status- ?This rocket launch is approved by FDA instead of FTC/Approved for launch on full moon from half moon bay/ to be launched in presence of Elon only.

Apart from the above questions add any other situation specific information that is helpful for experts to review.

Next describe what troubleshooting or homework have you done so far to resolve the problem.? This avoids re-work and shows your effort. Experts are there to help you but not work for you.

• Homework - Read all rocket manuals from following Doc links/Watched 100 hours of YouTube videos. Video Links / Rocket schematic and deployment diagram…·??????
• Diagnostic Information - Raw diagnostic logs can be found in my local PC/cloud storage/pastebin/my dog’s kennel. ?I personally request don’t share screen captures for technical problems unless they are in ADDITION to raw logs.? Avoid sharing selective log snippets unless supplemented with full logs. You can’t save someone from drowning by showing a picture of submarine.
• What is the impact - Share the impact/end customer?

If this trip to moon fails, company will suffer 1$ loss/ my date will miss chance to see earth rise from moon/ No impact since I am doing in my garage.

• Is the issue reproducible - Rocket launch crashes between 3rd and 4th minute/ does not launch? ?Describe what happens when it happens, how it happens.

?Putting in context of real life example. All the details listed above can be meaningfully provided in first attempt as described below.? This avoids lot of questions and round trips leading to faster resolution.

Question – Trying to install MySQL 8.0.33 enterprise edition on my local windows laptop. This install is for a mission critical online web portal serving 1000 concurrent connection. This install is on local WSL (Windows system for Linux) with Kali Linux distribution. Installation is based on following documentation link.? As per documentation this install requires latest version of WSL and Windows 11 H2 2022 to be available. ?This is first time installing on windows laptop.? This has

worked in my XYXX cloud environment before but failing to install for 5th time in current setup.? As advised by support, local windows registry settings were changed for MySQL service AutoStart in following path. Install process core dumps between 40-50% stage every time and terminates. ?As per certification

matrix Debian Linux is supported and I assume Kali Linux will also work (https://www.mysql.com/support/supportedplatforms/database.html).? Installation is using silent unattended install instead of wizard.

Homework – Windows event viewer and installation logs are reviewed and no errors are reported. Service request is logged with support. Relevant logs are

available in following location and service request number is 123456.

What is the impact – This installation is critical for up-coming project deliverable. Any slippage will cause 1M USD financial loss and additional penalties.

Providing all background information upfront avoids lot of to-and-fro questions leading to faster resolution and time saving.

What's your take on this? Share your thoughts/agreements/criticism in comments. What else would you include in this template?