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supportrequestpage:supportrequestpageticket_management
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| supportrequestpage:supportrequestpageticket_management [2022/03/23 16:25] – 10.5.5.69 | supportrequestpage:supportrequestpageticket_management [2023/02/14 15:31] (current) – 10.91.110.100 | ||
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| - | ====== | + | ====== Ticket Management ====== |
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| + | ---- | ||
| + | __**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 " | ||
| + | * You should not open a ticket in " | ||
| + | * 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" | ||
| + | |||
| + | |||
| + | |||
| + | **__Quick Guide__** | ||
| + | * Make sure the Support Request Details form is completed correctly. | ||
| + | * Make sure the Estimate is entered before moving from Triage. | ||
| + | * If ' | ||
| + | * The " | ||
| + | * If the Ticket is moved to Awaiting Verification then add and complete a Resolution Form, to ensure that the ticket is complete when autoclosed. The Latest Update should also be updated accordingly. | ||
| + | |||
| + | |||
| + | |||
| + | |||
| + | More details on the process are as follows: | ||
| \\ | \\ | ||
| - | **All Customers | + | **All Customers use the Support Request Application** |
| * ExteNet | * ExteNet | ||
| Line 14: | Line 38: | ||
| * SCO | * SCO | ||
| * KLA | * KLA | ||
| - | * Customer Success Request ( Hosted on Training environment for requests | + | |
| + | | ||
| __**Triage Queue**__ | __**Triage Queue**__ | ||
| Line 22: | Line 47: | ||
| The Triage section of the Support Request Detail form on the ticket is populated from the Support Request Application. | The Triage section of the Support Request Detail form on the ticket is populated from the Support Request Application. | ||
| - | The person on support rota should check each ticket and do the following: | + | The person on the support rota should check each ticket and do the following: |
| * Complete the Technical Details section of the Support Request Details form. Please see [[support: | * Complete the Technical Details section of the Support Request Details form. Please see [[support: | ||
| Line 30: | Line 55: | ||
| Identify if : | Identify if : | ||
| - | * The issue is urgent, for example, is it a major outage or performances issue that is impacting a large number of users. This would mean that the ticket is assigned and the investigation starts. | + | * The issue is urgent, for example, is it a major outage or performance issues |
| * Issue/ | * Issue/ | ||
| * Issue/ | * Issue/ | ||
| Line 39: | Line 64: | ||
| * Remain in Triage until a Development ticket is raised. | * Remain in Triage until a Development ticket is raised. | ||
| * Have a “Development Required” Label added to the ticket. | * Have a “Development Required” Label added to the ticket. | ||
| - | * Billable items should be estimated by Development with the estimate added to the ScottyPro Ticket and approved completed through the normal approval process. | + | * Billable items should be estimated by Development with the estimate added to the ScottyPro Ticket and approved |
| * Tickets with no Operations involvement should be Resolved once IDMS is raised and/or when approval is granted. | * Tickets with no Operations involvement should be Resolved once IDMS is raised and/or when approval is granted. | ||
| Line 54: | Line 79: | ||
| * Log check | * Log check | ||
| * Support Request Details form is saved | * Support Request Details form is saved | ||
| - | * The ticket should then be refreshed, this shows the results of Auto Summary Groovlet. This means that the Ticket Summary will be correct in the customer email when it sends after the tickets move state. | ||
| - | **Note | + | |
| - | If a ticket is moved out of Triage without an estimate it will be automatically returned to Triage | + | __**Important**__ |
| - | If a ticket with a Non-Billable or No Billable | + | |
| + | * If a ticket is moved out of Triage without an estimate it will be automatically returned to Triage | ||
| + | | ||
| __**Email Notification**__ | __**Email Notification**__ | ||
| Line 69: | Line 95: | ||
| * Ticket is created. | * Ticket is created. | ||
| * Ticket moves from Triage. | * Ticket moves from Triage. | ||
| - | * When an ATC ticket moves to Pending Approval an approval email is sent to Gary and Sarah. | + | * When a ticket moves to Pending Approval an approval email is sent to the approver for that customer, |
| - | * An Operation Update is added ( the update is now included in the notification)the resulting " | + | * An Operation Update is added the resulting " |
| - | * When a ticket is resolved | + | * When a ticket is moved to In Progress |
| + | * When a ticket is Resolved or Cancelled. | ||
| + | * Please be aware that ATC requested that errigalrequest@americantower.com is copied on all email notifications and the Concise SCO David Johnson is copied on all their notifications. | ||
| + | |||
| + | __**Important**__ | ||
| + | |||
| + | Please wait for the resulting email to be sent before moving the status again to ensure that the email contains the correct status. | ||
| - | ATC requested that errigalrequest@americantower.com is copied on all email notifications. | ||
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| Important to remember that the support page is a means for the customer to submit tickets, check for updates and provide updates. | Important to remember that the support page is a means for the customer to submit tickets, check for updates and provide updates. | ||
| - | ScottyPro still remains | + | ScottyPro still remains |
| These two forms are the only forms that appear on the Support Request Application. | These two forms are the only forms that appear on the Support Request Application. | ||
| - | * All customer' | + | * All customer responses to the ticket come from the Customer Update Form ( Completed and summited via the Support Request Application) |
| * All Operations responses to the ticket come from the Operations Update Form ( Completed and summited via ScottyPro ) | * All Operations responses to the ticket come from the Operations Update Form ( Completed and summited via ScottyPro ) | ||
supportrequestpage/supportrequestpageticket_management.1648052710.txt.gz · Last modified: 2022/03/23 16:25 by 10.5.5.69
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