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scotty_pro_ticket_summary
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| scotty_pro_ticket_summary [2020/08/31 13:51] – 10.91.120.28 | scotty_pro_ticket_summary [2021/06/25 10:09] (current) – created - external edit 127.0.0.1 | ||
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| + | **Operations Ticket Summary Format.** | ||
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| + | New format is: Application Area Action - Issue/ | ||
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| + | When it comes to a Topology or Component Discovery issue you only need to mention the technology and software version ( if known ) in the Issue/ | ||
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| + | The Support Request Details form has an auto-summary feature which makes filling out tickets easier. | ||
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| + | __**Exceptions**__ | ||
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| + | __Internal ( Jira ) Application Support Tickets__ | ||
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| + | Format: Application/ | ||
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| + | The template ticket SUPPORT-1296 can be cloned when creating internal tickets. | ||
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| + | Integration tickets would also be opened in this queue, however, they follow their own format. | ||
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| + | **__Why is it important? | ||
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| + | •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. | ||
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| + | •In the queue or report its easier to spot duplicate tickets | ||
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| + | •In the queue or report its easier to spot any trends and take appropriate action | ||
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| + | •To maintain consistency | ||
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| + | __**New "Auto Subject" | ||
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| + | Three of the new fields on the new Support Request Details form are used to auto-generate the ticket summary these are " | ||
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| + | * Area replaces Issue Category and contains a list of areas of the platform to choose from. | ||
| + | * Action contains relevant actions you would take corresponding to each Area. | ||
| + | * Issue or Request is a free text field to give further details of the ticket. | ||
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| + | The auto-subject checkbox when selected will combine the Application, | ||
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| + | When the auto-subject checkbox is checked the Groovlet enforces that the summary uses the content of the Area and Action and Issue or Request fields. When you have auto-subject any changes you required to the ticket summary should be done via the drops downs or Issue or Request filed. The running log is still updated when changes are made as it would be if manually edited via ticket info panel. | ||
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| + | When creating a ticket via ScottyPro the ticket summary is mandatory so best practice would be to decide the Issue or Request entry here so you can simply copy it into the Issue or Request field when filling out the Support Request Details form. | ||
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| + | When you select more than one application the summary will default to start with " | ||
| + | If you are raising a ticket that the auto-summary result isn't suitable you can uncheck the auto-summary checkbox and edit via the ticket info panel. This will ensure that auto-subject Groovlet doesn' | ||
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| + | The ticket summary should still follow the correct format as mentioned above. Any feedback on the content of dropdowns should be mentioned to Loughlin, Andrew or Anthony. | ||
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| + | The Area and Action field are reading from Database entries so any new changes can be applied to older tickets as long as the ticket has the new version of the Support Request details form. | ||
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| + | The monthly tickets are the man exceptions to the ticket summary format in ScottyPro as they have to follow their own format. | ||
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