Understanding the innovaphone trouble ticket status page: Difference between revisions

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This page will give you an overview of all the tickets you have opened with either innovaphone support or presales.  The issues will be ordered by project and status.   
This page will give you an overview of all the tickets you have opened with innovaphone.  The issues will be ordered by project and status.   
 
 
==Applies To==
==Applies To==
The innovaphone ticket system used for support, presales and [[RMA]].
The innovaphone ticket system used for a number of services, including support, presales, [[RMA]] and more.
 
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==More Information==
==More Information==


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Customers will create workflows in the innovaphone workflow management system whenever they contact innovaphone 3rd level support and presales or when they request RMA. Such a workflow is a.k.a. ''ticket''.
Customers will create workflows in the innovaphone workflow management system whenever they contact innovaphone 3rd level support and presales or when they request RMA. Such a workflow is a.k.a. ''ticket''.


One per week (on fridays currently), each customer having open tickets with us will receive an email with a link to the customers [http://mantis.innovaphone.com/view_customer_bug_page.php?email=max.mustermann@anycorp.com&pass=39388ba9ee890d7062482d5d517791f2&seed=hgfwkaHGvv/5 ''ticket status page''].  This page will list all open tickets.
Once per week (on fridays currently), each customer having open tickets with us will receive an email with a link to the customers [http://mantis.innovaphone.com/view_customer_bug_page.php?email=max.mustermann@anycorp.com&pass=39388ba9ee890d7062482d5d517791f2&seed=hgfwkaHGvv/5 ''ticket status page''].  This page will list all open tickets. If you don't know your personal link you can recreate it [[How_to_post_a_successful_Mantis_Request#Access_to_Case_History|here]].


This status page is also available via the ''Support'' link in [https://my.innovaphone.com  my.innovaphone ].  This has the additional advantage that all tickets for your company are shown.
This status page is also available via the ''Support'' link in [https://my.innovaphone.com  my.innovaphone ].  This has the additional advantage that all tickets for your company are shown.
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| <code>Customer Project</code> || The name of the project the ticket is associated with (if any).  This is what you have set using the @customer directive.  
| <code>Customer Project</code> || The name of the project the ticket is associated with (if any).  This is what you have set using the @customer directive.  
|-
|-
| <code>Summary</code> || The title of the issue (ususally the subject you provided when reporting the issue)  
| <code>Summary</code> || The title of the issue (usually the subject you provided when reporting the issue)  
|-
|-
| <code>Status</code>
| <code>Fileupload</code> || This links to a page where you can upload additional files to your case
| The current status of this issue (set by innovaphone personel).  The following stati are defined:
|-
| <code>History</code> || This links to a page which shows the entire conversation associated with the issue (note that you might not see all of the notes though).
Please note that you will - for security reasons - not have access to any attachments.  If you need to retrieve an attachment previously sent or received, send a note and ask for it.
|-
| <code>Level</code> || The support level assigned to the issue.  This is one of
{|
{|
| <code>assigned</code> || The ticket is assigned to innovaphone personel and the ball is with us
| <code>none</code> || No specific level. The requester is probably not eligible for support
|-
|-
| <code>feedback</code> || Someone requested your feedback regarding this ticket and the ball is with you.  Please respond (using the ID link e.g.)
| <code>normal</code> ||  
|-
|-
| <code>resolved</code> || We consider this ticket as resolved and it will be closed soon if you do not voice any objections
| <code>preferred</code> || Premium level.  Probably because the requestor is considered as an ''A-Partner''
|-
|-
| <code>postponed</code> || The ticket is not being worked on currently (regardless of the priority set)
| <code>escalation</code> || Highest level, probably because of a problem that requires immediate attention
|}
|}
The status may be accompanied by one of the following states (e.g. ''In Review/assigned''):
|-
| <code>Owner</code> || The techserv person handling the issue (that is, the person with overall support responsibility, as opposed to the person currently working on it)
|-
| <code>Status</code>
| The current status of this issue (set by innovaphone personnel).  The following states are defined:  
{|
{|
| <code>In Review</code> || Issue is being evaluated
| <code>assigned</code> || The ticket is assigned to innovaphone personnel and the ball is with us
|-
|-
| <code>Next Major</code> || Issue is planned to be resolved with the next major release
| <code>feedback</code> || Someone requested your feedback regarding this ticket and the ball is with you.  Please respond (using the ID link e.g.)
|-
|-
| <code>Next Hotfix</code> || Issue is planned to be resolved with the next hotfix release
| <code>postponed</code> || The ticket is not being worked on currently (regardless of the priority set)
|-
|-
| <code>Submitted to PM</code> || Issue is considered a valuable suggestion and is submitted to product management
| <code>closed</code>|| The ticket is closed, or we have not received any further feedback (See: [[How to post a successful Mantis Request|Understanding the state "closed"]])
|}
|-
|-
|<code>Rejected</code> || Issue will not be resolved
|<code>Changes</code>
|}
|Number of changes to this issue so far.  This figure is bold if the issue had been touched during the last 36 hours
Please note that this additional status reflects our current thinking.  '''In no way it is meant as a commitment on behalf of innovaphone AG!'''
|-
|-
| <code>Changes</code> || Number of changes to this issue so far.  This figure is bold if the issue had been touched during the last 36 hours
|<code>Assigned To</code>
|-
|The person currently working on the issue
| <code>Assigned To</code> || The person currently working on the issue  
|-
|-
| <code>Priority</code> || The following priorities are defined  
|<code>Priority</code>
|The following priorities are defined  
{|
{|
| <code>normal</code> || The ticket is being processed regularly  
| <code>normal</code> || The ticket is being processed regularly  
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| <code>immediate</code> || The ticket is being worked on right now
| <code>immediate</code> || The ticket is being worked on right now
|}
|}
This is the real-time working priority currently associated with this issues for the next step.  For overall priority, see <code>Level</code>.
|-
|-
| <code>Date Submitted</code> || The date the ticket was created  
|<code>Date Submitted</code>
|The date the ticket was created
|-
|-
| <code>Updated</code> || The most recent date the ticket has been changed
|<code>Updated</code>
|The most recent date the ticket has been changed
|}
|}
=== Hints ===
=== Hints ===


Please note that we expect your feedback regarding all the issues marked as <code>feedback</code>. If you do not respond, the ticket will likely be closed soon with no further action.
Please note that we expect your feedback regarding all the issues marked as <code>feedback</code>. If you do not respond, the ticket will likely be closed soon with no further action.


If you feel that an ''issue is already resolved'' although it appears in this list, then you are kindly requested to close it using the [[Image:Understanding the innovaphone trouble ticket status page - Resolved.jpg]] or [[Image:Understanding_the_innovaphone_trouble_ticket_status_page_-_Close_Icon.jpg]] icon.
If you feel that an ''issue is already resolved, although'' it appears in this list, then you are kindly requested to close it using the [[Image:Understanding the innovaphone trouble ticket status page - Resolved.jpg]] or [[Image:Understanding_the_innovaphone_trouble_ticket_status_page_-_Close_Icon.jpg]] icon.


To submit any information regarding an issue (e.g. providing requested feedback), you may use the <code>ID</code> link.
To submit any information regarding an issue (e.g. providing requested feedback), you may use the <code>ID</code> link.


<!-- == Related Articles == -->
== Related Articles ==
 
* [[How to post a successful Mantis Request]]
* [[Reference:My Innovaphone#Mantis]]


[[Category:Howto|{{PAGENAME}}]]
[[Category:Howto|{{PAGENAME}}]]

Latest revision as of 08:42, 17 May 2024

This page will give you an overview of all the tickets you have opened with innovaphone. The issues will be ordered by project and status.

Applies To

The innovaphone ticket system used for a number of services, including support, presales, RMA and more.

More Information

Background

Customers will create workflows in the innovaphone workflow management system whenever they contact innovaphone 3rd level support and presales or when they request RMA. Such a workflow is a.k.a. ticket.

Once per week (on fridays currently), each customer having open tickets with us will receive an email with a link to the customers ticket status page. This page will list all open tickets. If you don't know your personal link you can recreate it here.

This status page is also available via the Support link in my.innovaphone . This has the additional advantage that all tickets for your company are shown.

Information available

You cannot get at all the communications regarding these issues via this page. Communication solely takes place via email. If you lost track of an issue or have no clue what it is all about, you are invited to simply send an email (use the ID link for that) to innovaphone. It will be associated to the issues conversation trail and someone will contact you to clarify.

The columns and their meaning:

Close? Allows to resolve/close an issue (see below)
ID The trouble ticket number.
Customer Project The name of the project the ticket is associated with (if any). This is what you have set using the @customer directive.
Summary The title of the issue (usually the subject you provided when reporting the issue)
Fileupload This links to a page where you can upload additional files to your case
History This links to a page which shows the entire conversation associated with the issue (note that you might not see all of the notes though).

Please note that you will - for security reasons - not have access to any attachments. If you need to retrieve an attachment previously sent or received, send a note and ask for it.

Level The support level assigned to the issue. This is one of
none No specific level. The requester is probably not eligible for support
normal
preferred Premium level. Probably because the requestor is considered as an A-Partner
escalation Highest level, probably because of a problem that requires immediate attention
Owner The techserv person handling the issue (that is, the person with overall support responsibility, as opposed to the person currently working on it)
Status The current status of this issue (set by innovaphone personnel). The following states are defined:
assigned The ticket is assigned to innovaphone personnel and the ball is with us
feedback Someone requested your feedback regarding this ticket and the ball is with you. Please respond (using the ID link e.g.)
postponed The ticket is not being worked on currently (regardless of the priority set)
closed The ticket is closed, or we have not received any further feedback (See: Understanding the state "closed")
Changes Number of changes to this issue so far. This figure is bold if the issue had been touched during the last 36 hours
Assigned To The person currently working on the issue
Priority The following priorities are defined
normal The ticket is being processed regularly
high The ticket is considered more important than the average
urgent The ticket is one of the next issues taken
immediate The ticket is being worked on right now

This is the real-time working priority currently associated with this issues for the next step. For overall priority, see Level.

Date Submitted The date the ticket was created
Updated The most recent date the ticket has been changed

Hints

Please note that we expect your feedback regarding all the issues marked as feedback. If you do not respond, the ticket will likely be closed soon with no further action.

If you feel that an issue is already resolved, although it appears in this list, then you are kindly requested to close it using the Understanding the innovaphone trouble ticket status page - Resolved.jpg or Understanding the innovaphone trouble ticket status page - Close Icon.jpg icon.

To submit any information regarding an issue (e.g. providing requested feedback), you may use the ID link.

Related Articles

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