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====== Ticket Management ======

 
[[https://docs.google.com/presentation/d/1KTOu8af688u4Jp7Gm5rVkw4Wb9G2kk9fK5--ie6FBhE/edit#slide=id.p1
|Support Request Application Presentation]]


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__**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__** 
  * Make sure the Support Request Details form is completed correctly.
  * Make sure the Estimate is entered before moving from Triage. 
  * 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.
  * 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 are as follows:

\\
**All Customers use the Support Request Application** 

  * ExteNet
  * American Tower
  * SCO
  * KLA
  * Netrio
  * Customer Success Request (Requests to Operations)

__**Triage Queue**__

You should now treat ScottyPro like an email client and the Triage queue like an inbox. Triaging issues is the same as it always was the only difference here is how we communicate with the customer. 

The Triage section of the Support Request Detail form on the ticket is populated from the Support Request Application.

The person on the support rota should check each ticket and do the following:

  * Complete the Technical Details section of the Support Request Details form. Please see  [[support:scotty_pro_support_forms|Scotty Pro Support Forms]]
  * Check if the selections in the "Context" field are correct. 
  * Triage the issue and request further information from the customer via an Operation Update form if required. 

Identify if :

  * The issue is urgent, for example, is it a major outage or performance issues that are impacting a large number of users. This would mean that the ticket is assigned and the investigation starts.
  * Issue/Request can wait to be prioritised by the customer. This would mean the ticket is moved to the Open queue. 
  * Issue/Request cannot be handled by Operations as it's code-based related. An OpsDev ticket should be raised and the Ops ticket remains in Triage until an IDMS is confirmed. 

Billable Development Request

Any requests that come in from the Customer via the Support Request Application that requires development should:
  * Remain in Triage until a Development ticket is raised. 
  * 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 and completed through the normal approval process.
  * Tickets with no Operations involvement should be Resolved once IDMS is raised and/or when approval is granted.  


__Ticket Priority__

Operations can decide if a ticket's priority should be downgraded/upgraded. An Operations Update form should be added advising of the change.

__Move Ticket Status__

Only move the ticket to the next appropriate status when the following is confirmed: 

  * Estimate 
  * Log check 
  * Support Request Details form is saved 


__**Important**__ 

  * If a ticket is moved out of Triage without an estimate it will be automatically returned to Triage by a state entrance rule. 
  * If a ticket with a "Non-Billable" or no billable status is moved to "Pending Approval" it will also be moved back to Triage.

__**Email Notification**__

To Field: Requestor/submitter of the ticket and the POC if different from the requestor/submitter
Email CC Field: The contacts listed as email CC

They will receive the following notifications:

  * Ticket is created.
  * Ticket moves from Triage. 
  * When a ticket moves to Pending Approval an approval email is sent to the approver for that customer, 
  * An Operation Update is added the resulting "Ticket Update" email will have all contacts BCC'd.
  * When a ticket is moved to In Progress or Awaiting Verification.
  * When a ticket is Resolved or Cancelled.
  * Please be aware that ATC requested that errigalrequest@americantower.com is copied on all email notifications and the Concise SCO David Johnson is copied on all their notifications.

__**Important**__ 

Please wait for the resulting email to be sent before moving the status again to ensure that the email contains the correct status. 





__**Customer Communication**__ 

Important to remember that the support page is a means for the customer to submit tickets, check for updates and provide updates.

ScottyPro still remains Operation's means of managing tickets and now communicating with the customer.

These two forms are the only forms that appear on the Support Request Application.
 
  * All customer responses to the ticket come from the Customer Update Form ( Completed and summited via the Support Request Application)
  * All Operations responses to the ticket come from the Operations Update Form ( Completed and summited via ScottyPro )

__**Other Forms**__

In regards to ATC, SCO and KLA tickets:

  * The Internal Update form can still be used for anything for internal contacts only, as customers may still need to use their ScottyPro access.
  * The Ticket Update form should only be used for ExteNet tickets, once ExteNet go live this form will be retired.
  * The Related Email form should be used only when you need to add a relevant email to the ticket that is important to the investigation. As all communications should be done via the Support Request Application there should only be a few reasons to use this form.  
  * The Customer Communication Call form can still be used to add notes from customer calls where required.
  * The Hold form still needs to be filled out to detail the reason for the ticket going on Hold.
  * The Resolution form has two fields that are visible on the Support Request Application these are "Work Details" and "Date Resolved". 

**Operations use of the Support Request Application**

Generally, Operations shouldn't need to change anything on the ticket via the Support Request Application and the customer should be encouraged to maintain email and POC contacts themselves.
However, there might be a need to add another contact to the email notification for the customer if doing so helps with the investigation of the ticket.

Operations may discover that there is an issue that needs the customer's attention and also requires a customer-facing ticket. In this situation, Operation should submit a ticket via the Support Request Application for that customer and add the relevant contacts. If the customer needs to they can change what they require to on the ticket themselves.





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__**Internal Demo Video**__

Updating a Ticket and sending an Operations Update.

https://drive.google.com/file/d/1EOePownl2fRpKYXcWkZkz9c5GIl5QIH_/view?usp=sharing

This video doesn't contain audio.
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__**Tips when navigating the Support Request Application.**__

  * Selecting the "Filter" option with no options selected is a quick way of refreshing the page.
  * When searching for tickets make sure you are on the "My Company" page as searching when on "My Tickets" will only return tickets you created.
 


__**ScottyPro Forms and The Support Request Application**__

It is important to remember for any future changes that the Support Request Application displays the fields on a form based on the date/time they were added to the form and not in the order they appear in ScottyPro.
 


__**If a Customer Emails a Ticket Request.**__


Anyone customer that emails Support@errigal.com requesting a ticket should be advised to submit via the Support Request Application please send them the below email.

------------------------------------------------------------------------------------------------

//Hi,//

//Thank you for your message, please use our new Support Request Application, this will automatically create a Support Ticket.//

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Then added in the link to the Support Request Application for that particular customer and include the link to the User Guide and Video.
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