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supportrequestpage:supportrequestpageticket_management
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| Both sides previous revisionPrevious revisionNext revision | Previous revision | ||
| supportrequestpage:supportrequestpageticket_management [2022/04/13 11:03] – 10.5.5.69 | supportrequestpage:supportrequestpageticket_management [2023/02/14 15:31] (current) – 10.91.110.100 | ||
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| - | ====== | + | ====== Ticket Management ====== |
| [[https:// | [[https:// | ||
| |Support Request Application Presentation]] | |Support Request Application Presentation]] | ||
| + | |||
| + | |||
| + | ---- | ||
| + | __**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__** | **__Quick Guide__** | ||
| * Make sure the Support Request Details form is completed correctly. | * Make sure the Support Request Details form is completed correctly. | ||
| * Make sure the Estimate is entered before moving from Triage. | * Make sure the Estimate is entered before moving from Triage. | ||
| - | | + | * If 'Awaiting Response from Customer' |
| - | | + | * The " |
| - | * 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 | + | More details on the process |
| \\ | \\ | ||
| - | **All Customers | + | **All Customers use the Support Request Application** |
| * ExteNet | * ExteNet | ||
| Line 24: | Line 38: | ||
| * SCO | * SCO | ||
| * KLA | * KLA | ||
| - | * Customer Success Request ( Hosted on Training environment for requests | + | |
| + | | ||
| __**Triage Queue**__ | __**Triage Queue**__ | ||
| Line 40: | 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 49: | 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 64: | 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. | + | |
| __**Important**__ | __**Important**__ | ||
| - | * If a ticket is moved out of Triage without an estimate it will be automatically returned to Triage by a State Enterance | + | * If a ticket is moved out of Triage without an estimate it will be automatically returned to Triage by a state entrance |
| * If a ticket with a " | * If a ticket with a " | ||
| Line 81: | Line 96: | ||
| * Ticket moves from Triage. | * Ticket moves from Triage. | ||
| * When a ticket moves to Pending Approval an approval email is sent to the approver for that customer, | * 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) | + | * An Operation Update is added the resulting " |
| * When a ticket is moved to In Progress or Awaiting Verification. | * When a ticket is moved to In Progress or Awaiting Verification. | ||
| * When a ticket is Resolved or Cancelled. | * When a ticket is Resolved or Cancelled. | ||
supportrequestpage/supportrequestpageticket_management.1649844183.txt.gz · Last modified: 2022/04/13 11:03 by 10.5.5.69
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