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SOS GmbH Trouble Ticket System

Login

To open a new ticket please use the

  • SOS Support Trouble Ticket Login Page
  • Login with the username and password that has been provided by the SOS support team.
  • If you need a new account please contact sales@sos-berlin.com

After logging in you will see this form:

Create a new Ticket

To create a new ticket click the New Ticket button

The Ticket Fields

Type

To

Here you can specify the applicable support option. Normally this is the "Standard Support". You can choose "24/7 Support" if the following three conditions are satisfied:
  1. It is a bug
  2. The priority is "production standstill"
  3. You have a support contract that covers the "24/7 Support" option

If you choose "24/7 Support" and one of the conditions is not satisfied, the support team will change the support option to "Standard Support". |

Service

Here you can specify the service or product for which you have support, e.g. JobScheduler, JADE. This list is configured on a per customer basis.

SLA

If a number of Service Level Agreements are available for a service or product then you should select the SLA that is specified in your support contract.

Subject

A short summary of the underlying problem or question.

Text

Here you describe a bug, change request or service request. Please have a look at the following page to learn what information the support team needs to solve a given ticket:

Attachement

Normally the support team needs log and configuration files to solve your problem. You can attach these files directy to the ticket.

Priority

There are three priorities:

  • minor. The default for Change Requests and Service Requests.
  • major. Normally only assigned to bugs.
  • production standstill. Is the pre-condition for "24/7 Support" and is restricted to problems in a production environment that would severly affect your business processes.

Ticket is created

After you have created a ticket, the support team will be informed and send you a confirmation that the ticket has been added to the trouble ticket system.

Procedure Overview

  • If the support teams needs more information to solve the problem, you will be contacted by mail.
  • These contact mails contain a link to the ticket in the trouble ticket system.
  • To answer any questions a support team may have asked in the mail you can
    *follow the link to the trouble ticket system or
    *you can create an answer using your mail client.
  • When you answer by mail then please leave the subject unchanged in order to preserve the ticket identification.
  • Please close tickets when you do not expect further answers or have further questions.

Detailled information

  • !Sos_product_maintenance_services_customers.pdf‎!
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