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'''Q: Is there a table of priority explanations for Supportal tickets?''' |
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'''Q: Is there a table of priority explanations for Supportal tickets?''' |
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''A: YES! It is listed [http://wiki.urbancode.com/AnthillPro/What_to_Consider_When_Submitting_a_Support_Ticket#Table_of_Explanation here].
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''A: YES! It is listed [http://wiki.urbancode.com/AnthillPro/What_to_Consider_When_Submitting_a_Support_Ticket#Table_of_Explanation here].''
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== Issues Without Tickets ==
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'''Q: Do I need to file a Supportal ticket?'''
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''A: '''YES!''' A Supportal ticket must be filed so we have something to track in our central support database. Updates to items other than the Supportal ticket will not keep all parties in the loop in a central location.''
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'''Q: Can I just call w/o a Supportal ticket?'''
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''A: Sure, but we'll most likely require you to file a ticket so we have something to reference if it needs to go to any escalation point.''
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* '''Q: Why does one need to be filed before any 'escalation point'?'''
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* ''A: Think...telephone game. The message clarity will diminish amongst every repetition of the issue without a hardcopy to back it up.''
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** '''Q: Waaaaaaaaaaaaagh issue!'''
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**''A: Supportal ticket!''
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