How do I create a ticket ?
Create a Ticket (as a Customer)
The user (Customer) logs in to TIMO 2.0 and clicks the (+) button at the bottom of the left menu to create a New ticket.
Different types of tickets can be raised. For all Requests, Incidents, or Problems, the user can select the appropriate Type and Category to raise a ticket.
Group Category - At a high level, refers to a Department/Large group. i.e. Help Desk, Infosec, Global IT Infra, Platform Support, Business Applications, and Operations.
Help Desk - Refers to the L1 team responsible for managing tickets upon their submission to the Help Desk. They route tickets to the appropriate team or handle certain cases directly, where they can resolve the issue themselves. Groups supported by this team, such as Email, Domain, and KC, will be listed.
Infosec - There will be no subcategory; services provided by the team are listed as separate groups. All Infosec-related requests can be raised by the employees.
The Global IT Infra-Group subcategory outlines the broad range of services handled by Global IT Infra, and Groups will be populated based on the subcategory chosen.
Platform Support - Solutions involving multiple products or a platform with domain-specific solutions for each customer. The subcategory will be the domain, and the groups will be the customers. For example, for BPS Healthcare - the subcategory will have the L3 Support team of Healthcare of BPS Solutions. For TC Support - it would be solutions that we have implemented for various customers added as groups.
Business Applications - Refers to Products (SaaS or specialized products hosted in Exela or customer location hosted) related requests.
Subcategory will be:
Application Support (Products will be listed as Groups).
Development Support - Tickets raised for development teams for certain products.
Production support is provided for certain products - mainly by the L3 Product Support team (the engineering team will be listed).
TC Support - This will have products like TMS, e-Services, and Private Label deployed for customers.
Operations - Tickets are raised against Operations teams that work on tickets. For example, Field Services will be a subcategory, and groups are the individual groups provided against Field Services.