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supportrequestpage:supportrequestpageticket_management [2023/01/28 22:29] – 10.91.110.100supportrequestpage:supportrequestpageticket_management [2023/02/14 15:31] (current) – 10.91.110.100
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 |Support Request Application Presentation]] |Support Request Application Presentation]]
  
-See also [[support:Support Process Overview|Support Process Overview ( Customer 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? 
 + 
  
 **__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. 
-  * When you move a status wait at least 20 seconds before moving status again. 
   * If 'Awaiting Response from Customer' is required move the ticket to that status before adding an   Operations Update to the ticket.   * If 'Awaiting Response from Customer' is required move the ticket to that status before adding an   Operations Update to the ticket.
   * The "Latest Update" is required when work has started on a ticket, this field is also visible in the Support Request Application in the Ticket Details tab.   * The "Latest Update" is required when work has started on a ticket, this field is also visible in the Support Request Application in the Ticket Details tab.
 +  * 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 is as follows:+More details on the process are as follows:
  
 \\ \\
supportrequestpage/supportrequestpageticket_management.1674944940.txt.gz · Last modified: 2023/01/28 22:29 by 10.91.110.100

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