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| + | ====== ExteNet Support Ticket Creation Process ====== | ||
| + | Author: Michelle McCausland\\ | ||
| + | Updated: Loughlin Moore | ||
| + | |||
| + | ExteNet now use the Support Request Application Please see * [[SupportRequestPage: | ||
| + | |||
| + | ===== ExteNet Ticket Creation Guidelines ===== | ||
| + | |||
| + | < | ||
| + | |||
| + | * Tickets should be created for __all__ emails. With the exception of those that are small questions that take less than 15 minutes to resolve.\\ | ||
| + | * Spend up to 15 minutes performing an initial investigation. If you cannot resolve the issue after that time, create a support ticket. \\ | ||
| + | * Add the information you gathered from your investigation to the ticket. Send an email to the customer explaining that this will be added to the backlog to be prioritised.\\ | ||
| + | * Respond to any subsequent emails from the customer as required.\\ | ||
| + | * Always be sure to check the backlog for a similar ticket when a request comes in to see if this is already being tracked!\\ | ||
| + | * If a customer flags a request as high priority it should be actioned as soon as possible - See [[support: | ||
| + | |||
| + | **Replying to Emails** | ||
| + | |||
| + | We have an agreed process with ExteNet when it comes to communications. | ||
| + | |||
| + | **They have agreed to:** | ||
| + | |||
| + | Ensure that all requests are sent to Support@errigal.com and that Keith is copied on the email. | ||
| + | The subjects to to be descriptive and to contain as much information as possible. | ||
| + | That all required contacts are on the emails when submitting requests | ||
| + | |||
| + | **We have agreed to:** | ||
| + | |||
| + | Add the ticket on reply as per the below rules. | ||
| + | Maintain a “one subject one thread” approach with our communication. | ||
| + | |||
| + | **Check the following before replying:** | ||
| + | |||
| + | Make sure that Keith Laug (klaug@extenetsystems.com) | ||
| + | High priority / escalation issues should have Matt Simpson (msimpson@extenetsystems.com) added to reply. | ||
| + | Other contacts may be required depending on the issue being investigated. | ||
| + | Ensure you are replying to correct and most recent thread. | ||
| + | |||
| + | **Adding ticket number** | ||
| + | |||
| + | When replying the ticket number needs to be added to the start of the subject replacing the “Re:” with the ticket number. | ||
| + | Keep the original subject of the email.* | ||
| + | |||
| + | **Example** | ||
| + | |||
| + | Re: Fix Tier3 Status Report | ||
| + | |||
| + | Subject becomes: ESR-997331 - Fix Tier3 Status Report | ||
| + | |||
| + | *if original subject is anyway misleading and could cause confusion you should change it to something appropriate | ||
| + | |||
| + | |||
| + | ---- | ||
| + | |||
| + | [[https:// | ||
| + | |||
| + | |||
| + | </ | ||
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