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support:scotty_pro_support_forms
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| Both sides previous revisionPrevious revisionNext revision | Previous revision | ||
| support:scotty_pro_support_forms [2021/07/08 17:43] – 10.5.5.89 | support:scotty_pro_support_forms [2023/03/07 11:32] (current) – [Customer Communication Call Form] 10.91.110.100 | ||
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| Line 1: | Line 1: | ||
| - | ====== ScottyPro Support Forms ====== | + | ====== ScottyPro Support Forms and Important Fields |
| Updated: Loughlin Moore | Updated: Loughlin Moore | ||
| Line 8: | Line 8: | ||
| ---- | ---- | ||
| + | ===== Important Fields ===== | ||
| + | |||
| + | * Summary | ||
| + | * Latest Update | ||
| + | * Estimate | ||
| + | |||
| + | |||
| ===== Support Request Details Form ===== | ===== Support Request Details Form ===== | ||
| Line 20: | Line 27: | ||
| When a ticket is created by the Support Request Page the Triage section of the Support Request Details form is already populated. | When a ticket is created by the Support Request Page the Triage section of the Support Request Details form is already populated. | ||
| - | The Technical Details | + | The Technical Details |
| ==== Form Fields ==== | ==== Form Fields ==== | ||
| - | * Requester Email - Email on the person who requested ticket. | + | * Requester Email - Email the person who requested |
| * Point of contact - Relevant contact to speak to in relation to the ticket. | * Point of contact - Relevant contact to speak to in relation to the ticket. | ||
| * Email CC List: For tickets managed by the support page this is where the list of who is copied on and the notification emails (such as the initial and update notification emails.) are managed. | * Email CC List: For tickets managed by the support page this is where the list of who is copied on and the notification emails (such as the initial and update notification emails.) are managed. | ||
| Line 51: | Line 58: | ||
| __**Important**__ | __**Important**__ | ||
| - | If you need to make a change to the Action section you will need to change the Area selection first, even if you don't want to change its selection you need to select something else then select the one you want again so that the groovlet populate the Action field , other wise it will show blank. | + | If you need to make a change to the Action section you will need to change the Area selection first, even if you don't want to change its selection you need to select something else and then select the one you want again so that the groovlet populate the Action field, |
| + | |||
| + | __**DB tables**__ | ||
| + | |||
| + | **Area** | ||
| + | |||
| + | ticketer.form_component_category | ||
| + | |||
| + | **Action** | ||
| + | |||
| + | ticketer.form_component_option | ||
| ---- | ---- | ||
| Line 84: | Line 102: | ||
| ==== Customer Communication Call Form ==== | ==== Customer Communication Call Form ==== | ||
| - | {{:support:customer_communication_call_form.png?600|}} | + | {{ :support:screenshot_2023-03-07_at_11.32.08.png?nolink&600 |}} |
| ==== Approval Form ==== | ==== Approval Form ==== | ||
| + | |||
| + | Used only as part of billing review. | ||
| {{: | {{: | ||
| Line 93: | Line 113: | ||
| ==== Resolution Form ==== | ==== Resolution Form ==== | ||
| - | {{:support:resolution_form.png?600|}} | + | |
| + | {{ :support:resoultion_form2023.png?nolink&600 |}} | ||
| + | |||
| + | |||
| + | __Resolution Category__ | ||
| + | |||
| + | * **Change Request** - Customer has requested a change is a feature | ||
| + | * **New User/Update User** - New users or change to user permissions | ||
| + | * **Customer Education** - Ticket resulted in showing customer how the platform is designed to work | ||
| + | * **Defect** - System is not working as designed due to a bug or some other problem. | ||
| + | * **Duplicate Ticket** - A Ticket already exists | ||
| + | * **Engineering Required** - Development team will need to investigate or required a IDMS release to resolve. | ||
| + | * **Maintenance** - Server, Database or Network Maintenance | ||
| + | * **New Feature OS / HW / NW Related** - See RCA - OS / HW / NW Issue is detailed in RCA | ||
| + | * **Request Cancelled** - Customer no longer requires ticket. | ||
| + | * **Unquantified Before Reboot** - Reboot of system resolved issue but not clear what caused problem | ||
| + | * Working as Designed | ||
| + | * Monthly Ticket - Admin - Used for Monthly/ | ||
support/scotty_pro_support_forms.1625762638.txt.gz · Last modified: 2021/07/08 17:43 by 10.5.5.89
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