When you have tried making a couple of cases, you get the hang of it and then with enough practices you can actually make cases the are sent directly to 2. level support. hurray... but what is the trick I will tell you, first apply all ptf's available, then make a test program or some way to reproduce the problem again and again. now you are ready to collect all the data that is needed. all ways sent screen shots of the problem, svc dump if the problem creates a dump and a copy of the job output. and remember to give a good description of what you a trying when the problem occurs.