Software Support Process
From UG
(Difference between revisions)
(→Help Desk Work flow for any requests coming from Non NY Office Jag Users) |
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* Etc | * Etc | ||
| - | + | Help Desk requests can be classified into: | |
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* 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. | ||
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| + | == Help Desk Level 0 and 1 == | ||
=== Help Desk Work flow for any requests coming from 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 | + | * Contact local ''CT2 Business Analyst'' (Level 0). |
| - | * ihelp@jaguarfreight.com (''Marc Selter'') (Level 1). ''(If can not be resolved escalate to | + | **''(If can not be resolved escalate to Level 1)'' |
| + | |||
| + | * ihelp@jaguarfreight.com (''Marc Selter'') (Level 1). | ||
| + | ** ''(If can not be resolved escalate to Level 2)'' | ||
=== 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 === | ||
| - | * ihelp@jaguarfreight.com (''Marc Selter'') (Level 1). | + | * ihelp@jaguarfreight.com (''Marc Selter'') (Level 1). |
| - | **''(If can not be resolved escalate to | + | **''(If can not be resolved escalate to Level 2)'' |
| - | * (''Tira, Paul, Alex, isales'' | + | === Help Desk Work flow for any requests coming from Client Users === |
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| + | == Help Desk Level 2 == | ||
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| + | * (''Tira, Paul, Alex, isales'') | ||
** isales - handle user/login tasks/issues, report scheduler, client company profile | ** 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 | ** 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 | ** Tira - handles issues related to Ops Pdfs, Client, Acc Sales | ||
** Alex - handles issues related to Ops Reps, Ops, Acc Purch/Reports/Etc | ** Alex - handles issues related to Ops Reps, Ops, Acc Purch/Reports/Etc | ||
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Revision as of 00:25, 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 Level 0 and 1
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 Level 1)
- ihelp@jaguarfreight.com (Marc Selter) (Level 1).
- (If can not be resolved escalate to Level 2)
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 Level 2)
Help Desk Work flow for any requests coming from Client Users
Help Desk Level 2
- (Tira, Paul, Alex, isales)
- 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
