Version Differences for Common Support Issues

*Use the same ticket for a different problem unless it stems from the original issue (we use tickets for future troubleshooting. Please, no "oh by the way"s)

*Use the same priority for all tickets (If it's very time sensitive and/or detrimental to production, make it High. If not, it's probably medium or low. Check your SLAs. This helps us manage our work queue)

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== Webexes ==

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We would always rather have a meeting to immediately address the issue and close the ticket, rather than having a long dialogue. Unfortunately, our workload often impedes this possibility barring dire circumstances. It's a simple matter of when on a meeting, one support specialist can help one customer at a time. When handling issues over tickets, one support specialist can help multiple customers simultaneously. Many tickets require reproduction or feedback that we could do or receive offline, and a meeting would be inefficient for these tasks. With that being said, if you've already configured production deployments and they have suddenly encountered errors, these types of ticket take priority and a webex will likely be arranged immediately if needed. If you have problems or questions about configuration, these meetings will need to be scheduled for when it will have the least impact on supporting other customers, and may not be scheduled immediately. If for some reason your configuration is under an urgent time constraint, every effort should be made to make Urbancode aware of your situation before it becomes urgent so that we can prepare resources beforehand to handle your needs. When creating your tickets, please adhere as closely to the above guidelines so that when we can't schedule a meeting, the dialogue over the ticket is kept to a minimum, and the issue is identified and resolved efficiently.

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== Web Meetings ==

+

We would always rather have a meeting to immediately address the issue and close the ticket, rather than having a long dialogue. Unfortunately, our workload often impedes this possibility barring dire circumstances. It's a simple matter of when on a meeting, one support specialist can help one customer at a time. When handling issues over tickets, one support specialist can help multiple customers simultaneously. Many tickets require reproduction or feedback that we could do or receive offline, and a meeting would be inefficient for these tasks. With that being said, if you've already configured production deployments and they have suddenly encountered errors, these types of ticket take priority and a web meeting will likely be arranged immediately if needed. If you have problems or questions about configuration, these meetings will need to be scheduled for when it will have the least impact on supporting other customers, and may not be scheduled immediately. If for some reason your configuration is under an urgent time constraint, every effort should be made to make Urbancode aware of your situation before it becomes urgent so that we can prepare resources beforehand to handle your needs. When creating your tickets, please adhere as closely to the above guidelines so that when we can't schedule a meeting, the dialogue over the ticket is kept to a minimum, and the issue is identified and resolved efficiently.

+

== Requests for Enhancement ==

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With the recent acquisition of Urbancode by IBM, the method used to request changes and enhancements has been upgraded. Support is no longer required to be the go between for you and the development process. Customers can now go to the link provided below to sign up for an account with the community and begin requesting enhancements. The account is free and easy to obtain. Simply click the register link at the top right, register, then click submit.

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http://www.ibm.com/developerworks/rfe/?PROD_ID=947

 *Use the same ticket for a different problem unless it stems from the original issue (we use tickets for future troubleshooting. Please, no "oh by the way"s)
 *Use the same priority for all tickets (If it's very time sensitive and/or detrimental to production, make it High. If not, it's probably medium or low. Check your SLAs. This helps us manage our work queue)
-                == Webexes ==
-                We would always rather have a meeting to immediately address the issue and close the ticket, rather than having a long dialogue. Unfortunately, our workload often impedes this possibility barring dire circumstances. It's a simple matter of when on a meeting, one support specialist can help one customer at a time. When handling issues over tickets, one support specialist can help multiple customers simultaneously. Many tickets require reproduction or feedback that we could do or receive offline, and a meeting would be inefficient for these tasks. With that being said, if you've already configured production deployments and they have suddenly encountered errors, these types of ticket take priority and a webex will likely be arranged immediately if needed. If you have problems or questions about configuration, these meetings will need to be scheduled for when it will have the least impact on supporting other customers, and may not be scheduled immediately. If for some reason your configuration is under an urgent time constraint, every effort should be made to make Urbancode aware of your situation before it becomes urgent so that we can prepare resources beforehand to handle your needs. When creating your tickets, please adhere as closely to the above guidelines so that when we can't schedule a meeting, the dialogue over the ticket is kept to a minimum, and the issue is identified and resolved efficiently.
+                == Web Meetings ==
                 We would always rather have a meeting to immediately address the issue and close the ticket, rather than having a long dialogue. Unfortunately, our workload often impedes this possibility barring dire circumstances. It's a simple matter of when on a meeting, one support specialist can help one customer at a time. When handling issues over tickets, one support specialist can help multiple customers simultaneously. Many tickets require reproduction or feedback that we could do or receive offline, and a meeting would be inefficient for these tasks. With that being said, if you've already configured production deployments and they have suddenly encountered errors, these types of ticket take priority and a web meeting will likely be arranged immediately if needed. If you have problems or questions about configuration, these meetings will need to be scheduled for when it will have the least impact on supporting other customers, and may not be scheduled immediately. If for some reason your configuration is under an urgent time constraint, every effort should be made to make Urbancode aware of your situation before it becomes urgent so that we can prepare resources beforehand to handle your needs. When creating your tickets, please adhere as closely to the above guidelines so that when we can't schedule a meeting, the dialogue over the ticket is kept to a minimum, and the issue is identified and resolved efficiently.
                 == Requests for Enhancement ==
                 With the recent acquisition of Urbancode by IBM, the method used to request changes and enhancements has been upgraded. Support is no longer required to be the go between for you and the development process. Customers can now go to the link provided below to sign up for an account with the community and begin requesting enhancements. The account is free and easy to obtain. Simply click the register link at the top right, register, then click submit.
                 http://www.ibm.com/developerworks/rfe/?PROD_ID=947