User Tools
This is an old revision of the document!
Author: Loughlin Moore ( July 2020 )
Updated: Loughlin Moore ( August 2020)
Operations Ticket Summary Format.
The new format is: Context- Area Action/Type - Short Details - 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.
Exceptions
Internal ( Jira ) Application Support Tickets
Format: Context - Area Action/Type - Short Details
The template ticket SUPPORT-1296 can be cloned when creating internal tickets.
Although internal tickets don't have the Area and Action menues you should try and think of appropriate Area and Action choices when creating tickets.
Integration tickets would also be opened in this queue, however, they follow their own format.
Ops Dev
Format: Context/Area - Short Details
The template ticket OPSDEV-3 can be cloned when creating OpsDev tickets.
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 on 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
New “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. You need to refresh the ticket to see the results.
The Groovlet enforces that the summary uses the content of the Area, Action and Short Details fields.Any changes you require to the ticket summary should be done via the drops downs or Short Details fields. The running log is still updated when changes are made as it would be if manually edited via ticket info panel.
When creating a ticket via ScottyPro the ticket summary is mandatory so best practice would be to decide the Short Details entry here so you can simply copy it into the Short Details field when filling out the Support Request Details form.
When you are filling out the Support Request Details form for tickets created by the support page The fields in The Triage section 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 and suggestion what needs to be added as you can no longer turn off the auto summary feature. The Area and Action field are reading from Database entries so any new changes can be applied to older tickets as long as the ticket has the new version of the Support Request details form.
Also see ScottyPro Support Forms
