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Manual ]po[ SLA Helpdesk

Following document provides instructions for ]po[ clients that are entitled to transmit request for general support and sponsored bug fixes based on a Service Level Agreement (SLA) 

Introduction

After having created a ticket, we will provide you within the time frame as agreed on on in your SLA an estimation about the time needed to resolve your issue / address your inquiry and the date the measure can be undertaken by the support team. You will be informed by email as soon as this information is available in the Helpdesk. We will also inform you if additional information is required to provide you with an estimation. In this case the ]po[ Forum within the ticket is used to manage the ongoing conversation.

Create a Ticket

Please go to http://www.project-open.org/register  and login with your email address and PW.
If you have not received a password, please have it send to you by using the "Forget password" feature.

Once logged in you should see a very limited view of the portal page of ]po[. In plugin "My projects" you should see one or more projects of type SLA. Choose the one you like to open a ticket for.
you can create a new ticket using the form right in the side panel or by clicking on the link below that form

 

 

In a next step please choose the ticket type that describes your matter best:

ticket_type

 ... and fill out the form:

intranet_helpdesk_ticket_attributes

Please provide as much information as possible at this step and be as specific as possible and create the ticket.

Managing the ticket life cycle

For discussions and the management of files such as text documents with additional information or screen shots etc.

intranet_helpdesk_discussion_filestorage 

 

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References to this Page: en:list_tutorials Categories: Tutorials (Contents)