Understanding the innovaphone trouble ticket status page: Difference between revisions
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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. | 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. 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. |
Revision as of 12:19, 4 December 2020
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.
One 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: