Receiving Ticket

1. Goals

The first step of the Application Maintenance process is receiving the ticket. The purpose of this work instruction is to define how the Enterprise Application team receives tickets by application users within Advantech. It requires a comprehensive examination of the impact of the changes or upgrades on the existing system. The maintainer must have comprehensive knowledge of the system structure and architecture. This work instruction applies to the Enterprise Application team.

1. Scope

Working instruction covers enterprise application employees in Europe.

1. Responsibility

• EA team: Adding a ticket manually after the communication with the client.

• User: Can generate the ticket automatically through email.

• Manager: He can analyze and discuss the ticket with the EA team.

1. Process

The first step of the ticketing process is how the ticket is received in the service channel. There are two ways for a ticket to be created in the Jira service management platform. The first one is automatic. When a customer is creating a problem via email, the ticket will go automatically to the service channel. The email for support is [e-mail]. The next method of creating a ticket is by manual intervention from the developer. For example, whenever they have a call in Microsoft Teams or from the phone with the customer, the developer can create a ticket in the platform with the necessary information.

1. Receiving a ticket from the user or the EA team should create it manually after a meeting or phone call.

2. Evaluate the ticket from the EA team or the manager.

3. Communication between the EA team and the user is important because there should be ticket details as a result.

4. Use these ticket details for the next step which is ticket management.