Requesting Support
- 09 Aug 2024
- 2 Minutes to read
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Requesting Support
- Updated on 09 Aug 2024
- 2 Minutes to read
- Contributors
- Print
- DarkLight
- PDF
Article summary
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Summary and key takeaway
The Feedback Tool should be used to request support under usual operating conditions. Why?
For emergencies and emergencies alone (i.e. IMS not accessible for some reason) the user should contact support via email.
Only one issue should be reported per ticket. Why?
Steps, URLs, list of IMS entity Names, screenshots and information on expectations and the outcome should be provided. Why?
English, please! Why?
Take Note
The user needs to provide an accurate scope when reporting issues that refer to a selection of IMS entities? Click here to learn more.
Providing IMS Feedback
Click the green Feedback icon on the left of your screen and fill in the details relevant to your request. Include all relevant information, as well as screenshots.
When to send emails to Support@Cenosco.com?
Support@Cenosco.com email address is only meant for exceptional situations, i.e. IMS Feedback not being available, or for emergencies when the IMS application is not available. In normal circumstances, the user should always use IMS Feedback to submit requests (green icon on the left).
Providing ticket details
The issue description should include the following:
A clear issue summary with a detailed issue description. See Providing relevant feedback.
Steps to reproduce and the expected outcome.
Import/export files, if relevant, need to be included along with screenshots. See Taking Screenshots and Screen recording.
Reference FLOC / Equipment / Schedule / CML ML object names. See Providing Scope to Support.
Set correct priority. See Support SLA & Priority.
Be a responsive user.
Ensuring ticket quality
To ensure ticket quality make sure the following is included in your ticket:
Support | Bug | Feature |
|---|---|---|
Relevant import/export/source files. | Relevant import/export/source files. | A clear description of what should be added and where. |
Description of the expected result. | Detailed steps to reproduce. | Explanation of the purpose. |
Screenshots to support the description. | Description of the expected result. | A summary of the value this improvement would bring. |
Screenshots or a video recording showing the expected result is not achieved. |
It is very important to provide relevant feedback. For more information on this see Providing relevant feedback.
Issue Reporting Process
The reporting process works as follows:
Bring the issue to your Focal Point (FP).
FP assesses the issue.
If is issue is confirmed, FP submits a ticket via IMS Feedback.
Cenosco Support investigates and resolves the issue.
Cenosco reports back to FP.
FP communicates the outcome to you.
IMS Feedback - Issue/Ticket ID
When the issue is reported via IMS Feedback, the user is provided with a ticket ID. The ID can be used to look up the ticket status. To find the ticket ID:
Click on the green IMS Feedback icon on the left of your screen.
Click on View all Issues.
Then search for your ticket ID.
Frequently asked questions
Why did the issue type change?
Support is assuming ownership of all incoming feedback tickets. The two applicable ticket types are Support and Question. which means that most submitted Bug tickets will be converted to Support. If a bug (a software-related issue) has been identified during the assessment process, a new Bug ticket will be created and linked to the initially submitted ticket. The user will be presented with all the pertinent information.
Have you forgotten to attach a file or a screenshot to the ticket?
Any required attachments can be added later via YouTrack directly or sent via email to Support@Cenosco.com along with a clear reference (ticket ID) in the subject.
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