Table of Contents
ScottyPro Support Workflow
Author: Loughlin Moore (July 2019) Updated: Loughlin Moore (February 2020)
Introduction
This page outlines the workflows used in the support process on ScottyPro. Each customer has its own workflow in Scotty Pro.
Current Workflows
- Errigal Support Request ( Prefix: ESR, Visibility: ExteNet)
- SCO Support Request ( Prefix SCO, Visibility: SCO)
- AT Support Request ( Prefix ATC, Visibility: American Tower)
- KLA Support Request ( Prefix KLA, Visibility: KLA)
- Customer Success Request ( Prefix CSR, Visibility: Errigal)
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Errigal Support Request (ExteNet)
This workflow is used for ExteNet support tickets. The nodes/states present in the ExteNet workflow is as follows:
For more information on how these states function please review: Support Process Overview
AT Support Request
The nodes/states present in the American Tower workflow is as follows:
For more information on how these states function please review: Support Process Overview
The KLA,SCO and CSR queues have the same States as the ATC queue.
Auto Assigned Rule
If you Resolve or Cancel a Ticket in ScottyPro it automatically assigns you the ticket.If you are making the decision to Resolve or Cancel you would be the best person to contact when ticket needs to be reviewed for any reason.