Software Support Process
From UG
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(→Help Desk Work flow for any requests coming from Non NY Office Jag Users) |
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* Contact local ''CT2 Business Analyst'' (Level 0). ''(If can not be resolved escalate to the next level)'' | * Contact local ''CT2 Business Analyst'' (Level 0). ''(If can not be resolved escalate to the next level)'' | ||
| - | * ihelp@jaguarfreight.com (''Marc Selter'') (Level 1). | + | * ihelp@jaguarfreight.com (''Marc Selter'') (Level 1). ''(If can not be resolved escalate to the next level)'' |
=== Help Desk Work flow for any requests coming from NY Office Jag Users === | === Help Desk Work flow for any requests coming from NY Office Jag Users === | ||
Revision as of 00:18, 12 March 2010
Contents |
Intro
CT2 Support Operation covers:
- Maintenance of existing system (upgrades, backups, monitoring, etc)
- Help Desk operation
- Etc
Help Desk
Requests can be classified into:
- bug reports
- create new user / client company request
- new feature or change request
- general questions and misc
At the moment all requests above follow same work flow - see below.
Help Desk Work flow for any requests coming from Non NY Office Jag Users
- Contact local CT2 Business Analyst (Level 0). (If can not be resolved escalate to the next level)
- ihelp@jaguarfreight.com (Marc Selter) (Level 1). (If can not be resolved escalate to the next level)
Help Desk Work flow for any requests coming from NY Office Jag Users
- ihelp@jaguarfreight.com (Marc Selter) (Level 1).
- (If can not be resolved escalate to the next level)
- (Tira, Paul, Alex, isales) (Level 2)
- isales - handle user/login tasks/issues, report scheduler, client company profile
- Paul - handles more complex cases with user/login tasks/issues, report scheduler, Admin, server issues
- Tira - handles issues related to Ops Pdfs, Client, Acc Sales
- Alex - handles issues related to Ops Reps, Ops, Acc Purch/Reports/Etc
Help Desk Work flow for any requests coming from Client Users
Email ihelp@jaguarfreight.com
Same as in #NY Office Jag Users - see above
