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  1. Regularly monitor JIRA Service Desk queue.
  2. When new ticket comes in, place in your name.
  3. Investigate ticket to determine category:
    1. General inquiry (adding new solar equipment, de-archiving project, etc)
      1. Support will handle
    2. Technical Support (possible bug)
      1. Support will investigate
      2. If user error, support will provide appropriate training/documentation
      3. If technical issue/bug, support will resolve if possible.  
        1. If not, support will document thoroughly and create linked bug ticket for Prod/Dev
        2. Linked bug ticket will include thorough steps to reproduce if possible
        3. Linked bug ticket will include comment pinging appropriate Product Manager
    3. Configuration change request (update to private data, upgrade to service, template changes, etc)
      1. Support will transfer ticket to appropriate Account Manager/CSS
    4. Feedback (enhancement/feature requests, suggestions for improved UI, etc)
      1. Support will document in Aha!
  4. Update ticket:
    1. Update "Request Type" field
    2. Confirm "Reporter" field is customer contact (may be initially listed as Sighten staff if message was forwarded)
    3. Add anyone who should be kept in the loop to "Request Participants" field
    4. Update assignee as needed (per step 3)
  5. Promptly notify customer of next steps by adding comment and clicking "Share with Customer".  NOTE: comments will be shared with anyone listed in "Reporter" or "Request Participants" fields
    1. If initial note is simply to inform customer that we are looking into it, change status back to "Awaiting Support"
  6. Handle ticket based on category:
    1. General admin request (adding new solar equipment, de-archiving project, etc)
      1. Support will handle
    2. Technical issue (possible bug)
      1. Support will investigate
      2. If user error, support will provide appropriate training/documentation
      3. If technical issue/bug, support will resolve if possible.  If not, support will document thoroughly and create bug ticket for Prod/Dev
    3. Configuration change request (update to private data, upgrade to service, template changes, etc)
      1. Support will transfer ticket to appropriate Account Manager/CSS
    4. Feedback (enhancement/feature requests, suggestions for improved UI, etc)
      1. Support will document in Aha!
  7. Follow-up with customer regularly.  Follow-up SLA's are found here
  8. Closing tickets:
    1. When:
      1. When customer has confirmed issue is resolved
      2. When Sighten believes issue has been resolved, and we have made at least one attempt to confirm with customer and not received a response after 1 business day
      3. When there is an active dev ticket
    2. How:
      1. Change status to "resolved"
      2. Update method of resolution
      3. Add comments with details of closure and resolution (internal/external/both as needed)
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