Software Support Process
From UG
(Difference between revisions)
(Created page with '== Intro == This is one of the main functions == CT2 Support Work flow for any requests coming from any user == Request can be classified into: * bug reports * create new use…') |
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== Intro == | == 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 | * bug reports | ||
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At the moment all requests above follow same work flow - see below. | At the moment all requests above follow same work flow - see below. | ||
| - | === Non NY Office Jag Users === | + | === 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)'' | * 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). | ||
| - | === NY Office Jag Users === | + | === Help Desk Work flow for any requests coming from NY Office Jag Users === |
* ihelp@jaguarfreight.com (''Marc Selter'') (Level 1). | * ihelp@jaguarfreight.com (''Marc Selter'') (Level 1). | ||
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** Alex - handles issues related to Ops Reps, Ops, Acc Purch/Reports/Etc | ** Alex - handles issues related to Ops Reps, Ops, Acc Purch/Reports/Etc | ||
| - | === Client Users === | + | === Help Desk Work flow for any requests coming from Client Users === |
Email ihelp@jaguarfreight.com | Email ihelp@jaguarfreight.com | ||
Same as in [[#NY Office Jag Users]] - see above | Same as in [[#NY Office Jag Users]] - see above | ||
Revision as of 00:17, 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).
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
