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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 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!
  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 ticket title to brief description of issue (include error code if any)
    5. 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
  6. Handle ticket based on category (links pending):
    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. 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
    2. How:
      1. Change status to "resolved"
      2. Update method of resolution (link pending)
      3. Add comments with details of closure and resolution (internal/external/both as needed)
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