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operations_ticket_summary_format
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| operations_ticket_summary_format [2021/06/25 10:09] – external edit 127.0.0.1 | operations_ticket_summary_format [2023/01/28 22:09] (current) – 10.91.110.100 | ||
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| - | **Operations Ticket Summary Format.** | + | __**Operations Ticket Summary Format**__ |
| - | The new format is: Context- Area Action/Type - Short Details | + | The format is: Context - Area Action - Short Details |
| When it comes to a Topology or Component Discovery issue you only need to mention the technology and software version ( if known ) in the Short Details field. | When it comes to a Topology or Component Discovery issue you only need to mention the technology and software version ( if known ) in the Short Details field. | ||
| - | The Support Request Details form has an auto-summary feature which makes filling out tickets easier. | + | The Support Request Details form has an auto-summary feature which makes filling out tickets easier.It will update the Summary for you when you save the form. |
| - | __**Exceptions**__ | + | Please note that the Short Details field shouldn' |
| - | __Internal ( Jira ) Application Support Tickets__ | ||
| - | Format: Context - Area Action/Type - Short Details | ||
| - | |||
| - | The template ticket SUPPORT-1296 can be cloned when creating internal tickets. | ||
| - | |||
| - | Although internal tickets don't have the Area and Action menues you should try and think of appropriate Area and Action choices when creating tickets. | ||
| - | |||
| - | Integration tickets would also be opened in this queue, however, they follow their own format. | ||
| - | |||
| - | __Ops Dev__ | ||
| - | |||
| - | Format: Context/ | ||
| - | |||
| - | The template ticket OPSDEV-3 can be cloned when creating OpsDev tickets. | ||
| **__Why is it important? | **__Why is it important? | ||
| - | •You should get all the important information from the title, this is particularly important on customer calls where the summary is the main focus on a report. | + | •You should get all the important information from the title, this is particularly important on customer calls where the summary is the main focus of a report. |
| •In the queue or report its easier to spot duplicate tickets | •In the queue or report its easier to spot duplicate tickets | ||
| Line 41: | Line 27: | ||
| - | __**New "Auto Summary" | + | __**" |
| Three of the new fields on the new Support Request Details form are used to auto-generate the ticket summary these are " | Three of the new fields on the new Support Request Details form are used to auto-generate the ticket summary these are " | ||
| Line 49: | Line 35: | ||
| * Short Details is a free text field to give further details of the ticket. | * Short Details is a free text field to give further details of the ticket. | ||
| - | The Auto Summary Groovlet will combine the Context, Area, Action and Short Details selections to form the ticket summary when the ticket is saved. You need to refresh the ticket to see the results. | + | The Auto Summary Groovlet will combine the Context, Area, Action, and Short Details selections to form the ticket summary when the ticket is saved. |
| - | The Groovlet enforces that the summary uses the content of the Area, Action and Short Details fields.Any changes you require to the ticket summary should be done via the drops downs or Short Details fields. The running log is still updated when changes are made as it would be if manually edited via ticket info panel. | + | Any changes you require to the ticket summary should be done via the drop-downs or Short Details fields.The running log is still updated when changes are made. |
| - | When creating a ticket via ScottyPro the ticket summary is mandatory so best practice would be to decide the Short Details entry here so you can simply copy it into the Short Details field when filling out the Support Request Details form. | + | When creating a ticket via ScottyPro the ticket summary is mandatory so the best practice would be to decide |
| - | When you are filling out the Support Request Details form for tickets created by the support page | + | The fields in The Triage section |
| - | The fields in The Triage section are prepopulated. You can use the contents of the "Issue Tile" as a guide to what the "Short Details" | + | |
| When you select more than one item from the context field the summary will default to start with " | When you select more than one item from the context field the summary will default to start with " | ||
| - | If you are raising a ticket that the auto-summary result isn't suitable please contact Loughlin, Anthony or Andrew | + | If you are raising a ticket that the auto-summary result isn't suitable please contact Loughlin, Anthony or Andrew. |
| - | The Area and Action | + | |
| + | The Area and Action | ||
| Also see [[support: | Also see [[support: | ||
operations_ticket_summary_format.1624612196.txt.gz · Last modified: 2021/06/25 10:09 by 127.0.0.1
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