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Escalating Issues to Support

Overview​

Use this article as a template when reporting or escalating a Privilege Secure Discovery issue to Netwrix support. Provide as much of the following information as possible to help the support team investigate efficiently.

Instructions​

1. Describe the Problem​

Provide a clear and concise description of the issue:

  • What is happening?
  • What is the expected vs. actual behavior?

2. Provide Evidence​

Include relevant screenshots of:

  • Error messages
  • UI behavior

If possible, include timestamps.

3. Document the Timeline​

  • When was the issue first noticed?
  • Is it:
    • Constant
    • Intermittent
    • Getting worse over time

4. List Recent Changes​

List any changes made prior to the issue. Examples:

  • NPS-D upgrades or configuration changes
  • Network changes (firewall, proxy, Zscaler, etc.)
  • GPO updates
  • OS or patch updates on servers/endpoints
  • Changes to integrated services (AD, SIEM, EDR, etc.)

5. Document Reproducibility Steps​

Can the issue be reproduced?

  • Yes / No

If yes, provide step-by-step reproduction:

Example:

The following steps were tested across multiple browsers with the same result.

  1. Navigate to Grant Access.
  2. Search for systems ending in tgt.
  3. Select system(s).
  4. UI displays error: "Unable to retrieve web features…" and hangs for 2+ minutes.