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-====== Support Process Overview ====== +See [[supportrequestpage:supportrequestpageticket_management|Ticket Management]]
- +
-Author: Michelle McCausland\\ +
-Updated by: Loughlin Moore +
-===== The support process ===== +
- +
-From a very high level, the support process is made up of 2 parts: +
-  * Answering requests from the customer +
-  * Working on support tickets +
- +
----- +
-__**Life of a support ticket**__ +
- +
-Each support ticket is carried through a support workflow by the support engineer.\\ +
- +
-  * All tickets initially start in Triage.\\ +
-  * When creating a ticket you should fill out all the required information.\\ +
-  * Ticket will only move to "Pending Approval" or "Open" once all required information is clarified, otherwise it should stay in Triage.\\ +
-  * You should not open a ticket in "Pending Approval" or "Open" as these are no longer initial states, Triage state is auto-selected when you pick the relevant workflows\\ +
-  * If a ticket requires a log to help with an investigation it should be added to the ticket and should remain in Triage until log is attached.\\ Please select the correct response to the "Log required" question? +
- +
- +
-**ScottyPro Queues & their Definition** +
-| **Status** | **Description** | +
-| Triage | Newly created requests to the support email address that require review are placed here.| +
-| Open | Newly created requests to the support email address that have been reviewed are placed here.| +
-| Pending Approval | Tickets which are billable requiring pre-approval for hours before starting.| +
-| In Progress | Tickets worked on by the Operations team.| +
-| Awaiting Response from Customer | Ticket that requires further information from the customer.| +
-| Customer Response Provided | Tickets that have been responded by the customer.| +
-| On Hold | Ticket placed on Hold by Errigal.| +
-| Resolved | Tickets that have been closed.| +
-| Cancelled | Requests that have been cancelled, previously called "Closed".| +
-| Paused By..| Requests that are on hold on the Customer's side.| +
-| Awaiting Verification | When you are certain that work is complete, ticket will automatically close in 3 workings days| +
- +
- +
-Triage +
- +
-  * Ticket has been created by emailing support@errigal.com. +
-  * Ticket needs to be reviewed. +
-  * During Triage a ticket will be identified as Billable or Non-Billable. +
-  * During Triage required information to progress the ticket or confirm an estimate may be requested before it is moved to either pending approval or Open. +
-  * Request may require development and if so ticket will remain in Triage with the label Development required. See [[:pending_ops_dev_analysis|]] +
- +
-Open +
- +
-  * Ticket has been reviewed, and initially contains the requesting email. +
-  * Billable tickets in Open status have been approved. +
-  * Customer responsibility to order the queue via drag/drop to ensure tickets are ordered correctly. +
-  *  +
-Pending Approval +
-  * Billable tickets with a confirmed estimate/LOE.   +
-  * These tickets require pre-approval for the estimate/LOE before moving to Open or In Progress. +
- +
-In Progress  +
- +
-  * Tickets worked on by the Operations team. +
-  * Ticket is either approved Billable or a Non-Billable item. +
-  * Updates are recorded in the ticket via the various forms and via the Latest Update field. +
-   +
-Awaiting Response from Customer +
-  * Ticket that requires further information from the customer. +
-  * Information required may take many forms including but not limited to. +
- *  Clarification of request. +
- *  Requirements gathering. +
- *  Acceptance to proceed with deployment. +
- *  Customer internal meeting update. +
- *  Customer to follow up with further examples. +
- +
-Customer Response Provided +
- +
-  * Tickets that have been responded to by the customer. +
-  * The ticket is placed in this column while awaiting rejoining the In Progress queue. +
-  * Rarely do tickets go back to the Open column unless the update has fundamentally changed the original ticket request. +
- +
-On Hold +
- +
-  * Ticket placed on Hold by Errigal. The ticket may be placed on hold for a number of reasons but not limited to:  +
-  * Resourcing conflict so unable to progress. +
-  * Errigal internal scheduling conflict so the task is unable to progress. +
- +
-Awaiting Verification  +
- +
-When you are certain that the work is complete and you want to close the ticket. The ticket will stay in this state for 3 working days, this gives the customer a chance to disagree. The ticket will automatically close after 3 working days. Owners should update the resolution form with the relevant details. +
- +
-Resolved  +
- +
-  * Tickets that have been closed. +
-  * The request is either complete or resolution established.  +
- +
-Cancelled +
- +
-  * The Cancelled status is for requests that are no longer required or the ticket is a duplicate. +
-  * Has been previously called "Closed". +
-    +
-Paused By.. +
-  * Status is turned on by request. +
-  * This status can be used for requests that need to be placed on hold due to various reasons on the customer's side.  +
-  * The customer will want to revisit the topic in the near future so they require the ticket kept in the queue. +
-  * There would be no action on Errigal and the customer decides when the ticket moves out of this status. +
-   +
-\\ +
- +
-{{:support:triage.jpg?200|}}\\ +
-\\ +
-{{:support:2019_revised_workflow.jpg?200|}} +
-    +
- +
- +
---------------------------------------------------------------\\ +
-[[SupportRequestPage:support_request|Support Request Page]] +
- +
-[[operations_ticket_summary_format|Operations Ticket Summary Format]] +
- +
-[[support:scotty_pro_support_forms|ScottyPro Support Forms]] +
- +
- +
-{{ :support:scottypro_queue_definitions.pdf |}} +
- +
--------------------------------------------------------------- +
-===== Useful resources ===== +
- +
-__''**New documents will be provided here soon the below are out of date resources**''__  +
- +
-For more information about the support process please review the resources in the section below. +
- +
-Support Process Update - April 2017: +
- +
-{{ :support:support_process_update_-_april_2017.pptx |Support Process Update - April 2017 - Michelle McC}} +
- +
-Below you will find a presentation created by David McGee in relation to ticket creation best practices: +
- +
-{{ :support:dave-_errigal-u_-_ticket_creation_best_practices.pptx | Ticket Creation Best Practices - Dave McGee }} +
support/support_process_overview.1660745083.txt.gz · Last modified: 2022/08/17 15:04 by 10.91.110.100

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