Differences

This shows you the differences between two versions of the page.

--- support:extenet_support_reports [2017/09/04 09:38] – mmcc
+++ support:extenet_support_reports [2021/06/25 10:09] (current) – external edit 127.0.0.1
@@ Line 1: / Line 1: @@
+====== Extenet Support Reports ======
+Author: Michelle McCausland\\
+Updated: Loughlin Moore
+NOTE: This report is no longer run, Keith runs the ExteNet Combined report each Friday for Mondays call\\
+A delta report showing if any new ticket or ticket changes status is sent to Keith before the call on Monday so he can update his priority sheet.\\
+Further details will be added here soon.\\
+<del>**NOTE:** Please consult with Paddy/Robert for more detail on this process as new changes may have occurred.
+The Extenet Support reports are created and sent to Extenet to keep them aware of the tickets currently active. The support reports are distributed on:
+  * Friday afternoons
+  * Wednesday mornings
+----\\
+</del>
+<del>===== Friday Afternoons =====
+On Friday afternoons, 2 reports are sent out:
+  - Total Open Tickets
+  - Tickets Closed in the last week
+</del>
+<del>==== 1 Total Open Tickets Report ====
+This report is sent out to provide advanced notice of tickets ahead of the Extenet support call on Monday afternoons.
+This report is pre-made in the [[http://scottypro-rm.err:8081/ReportingManager/reporting/index|ScottyPro Reporting Manager]] and the report is entitled: "Extenet Support Report".
+Run this report and export its contents to excel.
+Tidy up the report by adjusting the column spacing.
+Set the font size to 10.
+Sort the report by Status, Priority.
+Items that are awaiting response require the 2 columns: Ticket Status, and Ticket Update to be filled in.
+**Ticket Status** - Where the ticket currently is - Awaiting further info, awaiting OK to move to prod, awaiting ok to close.
+**Ticket Update** - A little more detailed update e.g. Report is on production, awaiting OK from Matt to close out - 10th Aug 17.
+Save the report and review at least one more time before sending out.\\
+</del>
+<del>==== 2 Tickets closed in the last week report ====\\
+This report is pre-made in the ScottyPro Reporting manager and the report is entitled "Extenet tickets closed in the last week".
+Run this report and export its contents to excel.
+Tidy up the report by adjusting the column spacing.
+Set the font size to 10.
+Save the report and review at least one more time before sending out.
+</del></del>
+<del>==== Sending the Friday Reports ====
+Previous examples of this email are contained in the email chain "ExteNet Support Report - Friday 1st Sep" (and similar)
+From here you can copy out the email content and the distribution for these reports.
+Attach the 2 reports (ensuring they have been double checked) and send them to the appropriate distribution.
+----
+</del>
+<del>===== Wednesday Mornings =====
+This report is sent out to provide a mid-week update on support tickets.
+This report is pre-made in the [[http://scottypro-rm.err:8081/ReportingManager/reporting/index|ScottyPro Reporting Manager]] and the report is entitled: "EXT Support Ticket Status Update - Wednesday 30th Aug".
+Run this report and export its contents to excel.
+Tidy up the report by adjusting the column spacing.
+Set the font size to 10.
+Sort the report by Status, Priority.
+Items that are awaiting response & on hold require the 2 columns: Ticket Status, and Ticket Update to be filled in.
+Remove the column "Update from Call".
+Save the report and review at least one more time before sending out.
+Previous examples of this email are contained in the email chain "EXT Support Ticket Status Update - Wednesday 30th Aug" (and similar).
+From here you can copy out the email content and the distribution for the report.
+Attach the report (ensuring it has been double checked) and send the report to the appropriate distribution.</del>

Sidebar

Internal Errigal Collaboration Wiki

Differences

Sidebar

Internal Errigal Collaboration Wiki

User Tools

Site Tools

Differences

Page Tools