This guide outlines how to create tickets for specific groups by the Requestor.
Business Applications - The Group Category refers to Product-related tickets. Each Group represents the team responsible for L1/L2/L3 support.
Application Support (Subcategory) - In the group dropdown, select the product for which you want to raise a ticket.
Production Support (Subcategory) - Raise tickets against L2 support by selecting the appropriate Product support team.
Development Support (Subcategory) - Raise tickets for requests that require attention from the product development team or for issues that need resolution by directly raising a ticket to the development team..
Note: Optionally, select a Project from the Projects dropdown to understand from which Project team a request is initiated.
Ticket Group Category, Group Subcategory & Groups Selection Information:
Business Applications -> Application Support:
Platform Support:Refers to solutions managed by Exela, incorporating multiple platforms and predominantly supported by the Project team. These solutions are configured or customized for individual customers based on contracts.
Application Support: Refers to the RITES team providing L1/L2 support for BPS/Mailroom/DLC solutions to various customers. Projects need to be selected to determine which customer project requires support.
BPS Healthcare & BPS FTS Projects: These refer to L3 support provided by Projects on various solutions across verticals. Projects need to be selected to ascertain which customer project requires support.