Author: Michelle McCausland
Updated: Loughlin Moore

ExteNet now use the Support Request Application Please see * Support Request Application

Ticket Creation * Tickets should be created for all emails. With the exception of those that are small questions that take less than 15 minutes to resolve.
* Spend up to 15 minutes performing an initial investigation. If you cannot resolve the issue after that time, create a support ticket.
* Add the information you gathered from your investigation to the ticket. Send an email to the customer explaining that this will be added to the backlog to be prioritised.
* Respond to any subsequent emails from the customer as required.
* Always be sure to check the backlog for a similar ticket when a request comes in to see if this is already being tracked!
* If a customer flags a request as high priority it should be actioned as soon as possible - See "What is Escalated Priority" for more info on escalated priority Replying to Emails We have an agreed process with ExteNet when it comes to communications. They have agreed to: Ensure that all requests are sent to Support@errigal.com and that Keith is copied on the email. The subjects to to be descriptive and to contain as much information as possible. That all required contacts are on the emails when submitting requests We have agreed to: Add the ticket on reply as per the below rules. Maintain a “one subject one thread” approach with our communication. Check the following before replying: Make sure that Keith Laug (klaug@extenetsystems.com) is on our reply. High priority / escalation issues should have Matt Simpson (msimpson@extenetsystems.com) added to reply. Other contacts may be required depending on the issue being investigated. Ensure you are replying to correct and most recent thread. Adding ticket number When replying the ticket number needs to be added to the start of the subject replacing the “Re:” with the ticket number. Keep the original subject of the email.* Example Re: Fix Tier3 Status Report Subject becomes: ESR-997331 - Fix Tier3 Status Report *if original subject is anyway misleading and could cause confusion you should change it to something appropriate —- Create Ticket presentation