Safe “try this first” checks before submitting an IT ticket

 

Purpose: This guide helps store teams complete simple, safe checks for common IT issues before opening a ticket. It is not meant to delay urgent support. If the issue is stopping customer checkout, payment processing, store internet, or a critical business process, follow the Store IT Support Quick Guide for priority and escalation.

Use this guide when:

The issue is safe for store staff to check, a workaround exists, or only one device/user appears affected. For urgent or business-stopping issues, submit a ticket first and escalate according to the Store IT Support Quick Guide.

Before You Start

  • Do not unplug network/firewall/switch equipment unless IT asks you to.
  • Do not delay submitting a ticket if customers cannot check out, all pinpads are down, all registers are down, or the full store network is unavailable.
  • For P3/P4 type issues with a workaround, try the basic checks below first, then submit a ticket if the issue remains.
  • Take a screenshot or photo of the error before restarting when possible.

What to Include in Every Ticket


Required detail

Example

Store number and banner

GT 555 / SL Sherway / TTS 603

Your name and phone number

Who IT can contact for troubleshooting

System/device affected

POS, Store Commerce, printer, scanner, pinpad, Wi-Fi, phone

Device/register number

POS01, Cash 2, Zebra printer, PDT, phone extension

Scope of issue

One user/device, multiple devices, or entire store

Business impact

Customer checkout impacted? Sales stopped? Workaround available?

Error details

Exact error message, screenshot, or photo

Timing and steps tried

When it started and what troubleshooting was completed



When to Stop Troubleshooting and Submit Immediately


  • All POS/registers are down.
  • All pinpads or payment processing are down.
  • The full store network/internet is unavailable.
  • Customers cannot complete checkout.
  • There is a potential cybersecurity, safety, or security concern.
  • The same issue is spreading across multiple devices or users.

Final Quick Rule


Try safe checks first when there is a workaround. Submit and escalate quickly when store operations or customer checkout are impacted.