Internal Errigal Collaboration Wiki

This page is read only. You can view the source, but not change it. Ask your administrator if you think this is wrong.
====== Extenet Support Reports ======

Author: Michelle McCausland\\
Updated: Loughlin Moore 

NOTE: This report is no longer run, Keith runs the ExteNet Combined report each Friday for Mondays call\\
A delta report showing if any new ticket or ticket changes status is sent to Keith before the call on Monday so he can update his priority sheet.\\
Further details will be added here soon.\\


<del>**NOTE:** Please consult with Paddy/Robert for more detail on this process as new changes may have occurred.

The Extenet Support reports are created and sent to Extenet to keep them aware of the tickets currently active. The support reports are distributed on:

  * Friday afternoons
  * Wednesday mornings

----\\
</del>
<del>===== Friday Afternoons =====

On Friday afternoons, 2 reports are sent out:

  - Total Open Tickets
  - Tickets Closed in the last week
</del>
<del>==== 1 Total Open Tickets Report ====

This report is sent out to provide advanced notice of tickets ahead of the Extenet support call on Monday afternoons.

This report is pre-made in the [[http://scottypro-rm.err:8081/ReportingManager/reporting/index|ScottyPro Reporting Manager]] and the report is entitled: "Extenet Support Report".

Run this report and export its contents to excel.

Tidy up the report by adjusting the column spacing.

Set the font size to 10.

Sort the report by Status, Priority.

Items that are awaiting response require the 2 columns: Ticket Status, and Ticket Update to be filled in.

**Ticket Status** - Where the ticket currently is - Awaiting further info, awaiting OK to move to prod, awaiting ok to close.
**Ticket Update** - A little more detailed update e.g. Report is on production, awaiting OK from Matt to close out - 10th Aug 17.

Save the report and review at least one more time before sending out.\\
</del>
<del>==== 2 Tickets closed in the last week report ====\\

This report is pre-made in the ScottyPro Reporting manager and the report is entitled "Extenet tickets closed in the last week".

Run this report and export its contents to excel.

Tidy up the report by adjusting the column spacing.

Set the font size to 10.

Save the report and review at least one more time before sending out.

</del></del>
<del>==== Sending the Friday Reports ====

Previous examples of this email are contained in the email chain "ExteNet Support Report - Friday 1st Sep" (and similar)

From here you can copy out the email content and the distribution for these reports.

Attach the 2 reports (ensuring they have been double checked) and send them to the appropriate distribution.

----
</del>
<del>===== Wednesday Mornings =====

This report is sent out to provide a mid-week update on support tickets.

This report is pre-made in the [[http://scottypro-rm.err:8081/ReportingManager/reporting/index|ScottyPro Reporting Manager]] and the report is entitled: "EXT Support Ticket Status Update - Wednesday 30th Aug".

Run this report and export its contents to excel.

Tidy up the report by adjusting the column spacing.

Set the font size to 10.

Sort the report by Status, Priority.

Items that are awaiting response & on hold require the 2 columns: Ticket Status, and Ticket Update to be filled in. 

Remove the column "Update from Call".

Save the report and review at least one more time before sending out.

Previous examples of this email are contained in the email chain "EXT Support Ticket Status Update - Wednesday 30th Aug" (and similar).

From here you can copy out the email content and the distribution for the report.

Attach the report (ensuring it has been double checked) and send the report to the appropriate distribution.</del>
Sidebar

Internal Errigal Collaboration Wiki

User Tools

Site Tools

Page Tools
