Internal Errigal Collaboration Wiki

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''Author: Loughlin Moore ( July 2020 )''\\
''Updated: Loughlin Moore ( January 2023)''


__**Operations Ticket Summary Format**__

The format is: Context - Area Action - Short Details 

When it comes to a Topology or Component Discovery issue you only need to mention the technology and software version ( if known ) in the Short Details field.

The Support Request Details form has an auto-summary feature which makes filling out tickets easier.It will update the Summary for you when you save the form.

Please note that the Short Details field shouldn't contain any hyphens where possible.



**__Why is it important?__**


•You should get all the important information from the title, this is particularly important on customer calls where the summary is the main focus of a report.

•In the queue or report its easier to spot duplicate tickets

•In the queue or report its easier to spot any trends and take appropriate action

•To maintain consistency


__**"Auto Summary" feature in ScottyPro**__

Three of the new fields on the new Support Request Details form are used to auto-generate the ticket summary these are "Area", "Action" and "Short Details"

  * Area replaces Issue Category and contains a list of areas of the platform to choose from. 
  * Action contains relevant actions you would take corresponding to each Area.
  * Short Details is a free text field to give further details of the ticket.

The Auto Summary Groovlet will combine the Context, Area, Action, and Short Details selections to form the ticket summary when the ticket is saved. 

Any changes you require to the ticket summary should be done via the drop-downs or Short Details fields.The running log is still updated when changes are made.

When creating a ticket via ScottyPro the ticket summary is mandatory so the best practice would be to decide on the Short Details entry here so you can simply copy it into the Short Details field when filling out the Support Request Details form.

The fields in The Triage section of the Support Request Details form are prepopulated. You can use the contents of the "Issue Tile" as a guide to what the "Short Details" should be.

When you select more than one item from the context field the summary will default to start with "IDMS"
If you are raising a ticket that the auto-summary result isn't suitable please contact Loughlin, Anthony or Andrew.

The Area and Action fields are reading from Database entries so any new changes can be applied to older tickets.

Also see [[support:scotty_pro_support_forms|ScottyPro Support Forms]]

[[https://drive.google.com/file/d/1bpT4mFHHRT0UUpK3MPmUigDSmYIzYWxU/view?usp=sharing|Demo video ]]
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