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Information required for service tickets

Please provide the following information when you submit, update or escalate a service ticket

New Service Tickets

For new Service Tickets the following information is mandatory.

  1. Summary
    • Provide a brief description of the incident
  2. Details
    • Provide a more in depth explanation of the issue. Include as much information as possible here.
  3. Service
    • The options that appear here are based on what Products/Services you have as a customer. Some of the available options are:
      • Authority
      • Authority BIS
      • MasterSuite
      • Technical
      • Cloud & Managed Services
  4. Category 1
    • The options that appear here are dependent on what you have selected as the service. Some of the available options are:
      • Software
      • Administration
      • Hardware
      • Infrastructure
  5. Category 2
    • The options that appear here are dependent on what you have selected in Category 1.
      • If you selected Authority, here you will see a list of all the modules that Authority consists of. 
      • If you selected Cloud & Managed Services, here you will see a list containing options like: hardware, administration, infrastructure
  6. Category 3
    • The options that appear here are dependent on what you have selected in Category 2. A category 3 may or may not appear, its dependent on if it is required. If you selected an Authority module, here you will see a list of all the programs that are available in Authority. 
  7. Customer Ref (optional)
    • If you have an internal reference number that you use, you can add it here for cross reference
  8. Impact
    • Choose from the available options. Available options are:
      • Minor Inconvenience
      • Affecting Business Performance
      • Serious Impact to Business Performance
      • Service Totally Unavailable
  9. Urgency
    • Choose from the available options. Available options are:
      • Low
      • Medium
      • High
  10. Environment
    • Choose from the available options. Available options are:
      • Live
      • Test
      • Training
  11. Item / Version
    • Choose from the available options. 

Existing Service Tickets

 You are now able to update information directly onto a service ticket. To do this follow steps below.

  1. Find service ticket

  2. Add Customer Note
    • By adding a Customer Note - it will advise us that you have added new information to a service ticket and we will action it accordingly.

Escalating service tickets - (coming soon)