When classifying the reason Support is contacted (through phone or electronic means), there are three required ticket attribution fields used to identify the nature of the issue:
- Platform (To identify the core product in use)
- ePro
- Bidnet = US Sourcing customers
- Merx = CA Sourcing customers
- CLM = Contract Lifecycle Management customers
- Product (A module approach to government purchasing functionalities, to identify which service is impacted)
- BI Reporting = Business Intelligence/Reporting/Adhoc
- Bid Evaluation = Bid tabulation; analysis; post-opening
- CLM = Contract Lifecycle Management
- G2B Punchout = Punchouts; Government to Business
- Marketplace = Shopping; Catalog Manager
- Reconciler = Fee Optimization
- Sourcing = Sourcing; Purchasing; Quoting; Vendor Accounts;
- Vendor Performance = Rating system; Vendor related issues/access
- Vendor Pre Qual = Categories and Certifications
- Classification (To identify the highest generalization around the issue)
- Account Management = Permissions; access
- Ad Hoc = Business Intelligence adhoc; BI; Jaspersoft
- Client Process = Specific to client requirements
- Configuration = System wide; org specific
- Document = Any document part of the purchasing process (e.g., Reqs; Bids; Quotes; POs; Recpt; Inv)
- Domain = BI Superuser; Jaspersoft admin; Adding something to or fixing an issue with a BI domain
- Integration = Financial system; certifications; SOVRA products
- Login = Passwords; logins; SSO
- Notifications = Deployment notifications; Release notifications; Hotfix notifications; System notifications from ePro (or relating to receiving them); Suppressions; Mailgun
- Payment Management = Convenience/Admin fees; Account codes
- Pcard = Purchasing card
- Report = Business Intelligence reports; Special report requests; Database queries
- Search = Any search functionality in the system; Advanced search; Elasticsearch
- Security = Relating to sanctity of information, users, and product/site
- Solicitation Management = Sourcing; amendments; bids; quotes
- Stability = Core product reliance
- UI/UX = Anything relating to functionality of the user interface and/or user experience
- Utilities = Functionality, scheduling, maintenance, communications of the ETL utilities
- Vendor Management = Maintaining vendor records; invites
- Other = Used only rarely
- Disposition (To identify a more granular high-level classification)
- No changes; still required to solve a ticket
When completing/updating tickets, please select the closest defined option from the available dropdown list from these three (3) attribute fields.
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