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====== Introduction to ScottyPro ======

Author: Michelle McCausland\\
Updated: Loughlin Moore (July 2019)

===== ScottyPro Ticketer =====

ScottyPro is a version of the Ticketer IDMS application that is used for support ticketing.

The main difference between the IDMS Ticketer and ScottyPro is the use of the Kanban board view.

The Kanban board displays tickets visually according to their state.

The application can be accessed via the following link:

[[http://scottypro.com/|Scotty Pro Ticketer]]

See also [[SupportRequestPage:support_request|Support Request Application]]

The [[ support:scottypro_architecture | Environment/Server configuration for running ScottyPro is described here ]]\\ 
As of 11th December 2019 ScottyPro has moved to a new instance.

ExteNet and American Tower have access to ScottyPro with a customer role

Attached is the Customer User Guide for ScottyPro: {{ :support:ext_-_scotty_pro_user_guide.pdf |}}

===== ScottyPro Reporting Manager =====

In conjunction with the Ticketer, there is also a Scotty Pro Reporting Manager instance.

This application contains customer-specific reports based on the tickets in ScottyPro.

The Scotty Pro Reporting Manager URL is: [[http://scottypro-rm.err:8081/ReportingManager/reporting/index|http://scottypro-rm.err:8081/ReportingManager/reporting/index]]

ExteNet and American Tower also have access to ScottyPros Reporting Manager and a certain list of relevant reports.

----
**Other relevant articles**

* [[SupportRequestPage:support_request|Support Request Application]] 
  * [[support:Support Process Overview|Support Process Overview ( Customer Tickets)]]
  * [[support:Support Process Overview_Internal|Support Process Overview ( Internal Tickets)]]  
  * [[:pending_ops_dev_analysis| Support Process Overview (Ops_Dev Process)]]
  * [[Support and Watchdog Rota]]* [[support:Dealing With Emails|Dealing With Emails]]
  * [[support:Support Labels|Support Labels]]
  * [[:operations_ticket_summary_format|Operations Ticket Summary]]

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