Understanding the innovaphone trouble ticket status page
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 service, 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
| ||||||||||||||||||||||||||
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:
|
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 or icon.
To submit any information regarding an issue (e.g. providing requested feedback), you may use the ID
link.