Ticket Management

• Support Request Application
• ScottyPro
• Support Process Overview ( Customer Tickets)
• Ticket Management
• Support Process Overview ( Internal Tickets)
• Support Process Overview (Ops_Dev Process)
• Support and Watchdog Rota
• Dealing With Emails
• Jira Template
• Important email Groups/Addresses
• ScottyPro Support Reports

Process

• Logs Backup Process
• RCA Doc Guidelines
• Daily Applications Status Report
• Login credentials for controllers
• Monthly Co-ordination Tickets - Billing/Reporting
• Available AmChart 4 Report Settings
• SCO
• Remote Ticketing
• Critical Text Management
• Extenet Approval Process - Feb 2018

Useful Docs

• Information Radiator
• Form Creation
• Report Code Block Comment
• Report Creation
• Report Writing Gotchas
• User Creation
• ATC Ticket Escalation Process
• KLA Ticket Escalation Process
• Device Missing Alarm Handling
• Re-Add deleted form in Ticketer
• FA Code
• Controller missing from Component Discovery
• Remove Network Element ON Air Status
• ROW value missing from Cascade/ExteNet ID dropdown
• ATC Availability Breakdown
• KLA Details
• Percona
• Add User to Text Alerts
• Add new MDC Sync
• Tableau LB Proxy Setup
• Weekly Reports
• Setup Open VPN User 2018 Edition

Customer Contacts

• ATC
• ExteNet
• Netrio
• SCO
• KLA